Description

It's fun to work at a company where people truly believe in what they are doing!

Job Description:

This position is responsible for handling escalated calls and emails from contact center agents, managing complex inquiries related to settlement administration, and acting as a liaison between the contact center and client services teams. The ideal candidate will have a strong background in legal documentation, excellent communication skills and the ability to navigate complex customer inquiries effectively.  

Essential Job Responsibilities 

• Handle escalated calls generated by contact center agents, ensuring prompt and accurate resolution. 

• Review and interpret settlement agreements and other relevant court documentation related to settlement administration. 

• Identify trends in escalations and provide actionable insights to improve processes and reduce future escalations. 

• Serve as a liaison between the contact center and client services teams, ensuring clear and effective communication. 

• Manage complex issues, whether via phone or email, providing thorough and customer-focused resolutions. 

• Develop and propose additional scripting recommendations based on common escalation scenarios, work with client services for approval and implementation. 

• Perform other duties as assigned, contributing to the overall success of the Hypercare Escalation Team. 

Qualifications & Requirements 

Education: 

• Paralegal certification or Juris Doctorate required. 

Experience: 

• Proven experience in handling complex customer inquiries, preferably within a contact center environment. 

• Prior experience in a contact center, with a deep understanding of escalation management. 

• Strong ability to interpret and apply legal documentation to customer service and claimant situations. 

Skills 

• Strong Communication 

• Contact Center Services 

• Customer Inquiries 

• Customer Satisfaction 

• Customer Service 

• Detail-Oriented 

• Active Listening 

• Professional Etiquette 

• Critical Thinking and Analysis   

• Conflict Resolution and de-escalation 

Certifications 

• Required: Paralegal certification or Juris Doctorate. 

Physical Requirements 

• Ability to work in an office environment and perform tasks that may require sitting, standing, and using office equipment. 

Your specific salary will be determined based on several factors:

• Location-based market rate for the role

• Your abilities in relation to the job specification

• Performance during screening and interview

• Pay parity with the wider team in the considered location

Further details about the package will be provided during the initial screening call with the Talent Acquisition Team.

Click here to learn about Epiq's Benefits.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

It is Epiq's policy to comply with all applicable equal employment opportunity laws by making all employment decisions without unlawful regard or consideration of any individual's race, religion, ethnicity, color, sex, sexual orientation, gender identity or expressions, transgender status, sexual and other reproductive health decisions, marital status, age, national origin, genetic information, ancestry, citizenship, physical or mental disability, veteran or family status or any other basis protected by applicable national, federal, state, provincial or local law. Epiq's policy prohibits unlawful discrimination based on any of these impermissible bases, as well as any bases or grounds protected by applicable law in each jurisdiction. In addition Epiq will take affirmative action for minorities, women, covered veterans and individuals with disabilities. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. Epiq is pleased to provide such assistance and no applicant will be penalized as a result of such a request.  Pursuant to relevant law, where applicable, Epiq will consider for employment qualified applicants with arrest and conviction records.