Hypercare Escalation Specialist – Settlement Administration

Job Description

Paralegal | Talent Groups

The Tone:
This is a professional position at Talent Groups, a company specializing in providing services related to settlement administration. This role is integral to the Hypercare Escalation Team, acting as the primary point of contact for complex and escalated inquiries that originate from the contact center. By expertly managing intricate customer issues and serving as a vital liaison between the contact center and client services, the Paralegal ensures the delivery of high-quality support, significantly contributes to claimant satisfaction, and drives continuous improvement in communication protocols and problem-solving strategies.

The TL;DR
• Role: Professional
• Team: Hypercare Escalation Team
• Mission: To provide expert resolution for complex, escalated inquiries concerning settlement administration and to enhance internal communication and processes.

What You’ll Actually Do
• Escalation Resolution: Efficiently handle escalated calls generated by contact center agents, ensuring each inquiry receives prompt and accurate resolution tailored to its specific needs.
• Legal Interpretation: Thoroughly review and interpret complex settlement agreements and other relevant court documentation, applying this legal understanding to situations within settlement administration.
• Trend Analysis: Proactively identify recurring trends in customer escalations, subsequently providing actionable insights and recommendations to improve operational processes and proactively reduce future instances of escalation.
• Inter-team Liaison: Serve as a crucial liaison between the contact center and client services teams, facilitating clear, consistent, and effective communication to ensure seamless information flow and problem-solving.
• Complex Issue Management: Skillfully manage complex issues, whether communicated via phone or email, by providing comprehensive, empathetic, and customer-focused resolutions that address root causes.
• Script Development and Implementation: Develop and propose additional scripting recommendations based on frequently occurring escalation scenarios, collaborating with client services for their approval and subsequent implementation.

The Must-Haves
• Background: A Paralegal certification or a Juris Doctorate is a mandatory requirement for this role, indicating a strong foundational understanding of legal principles and documentation.
• Experience: Candidates must possess proven experience in adeptly handling complex customer inquiries, with a preference for experience gained within a contact center environment, coupled with a deep understanding of effective escalation management strategies.
• Skills: Demonstrated strong ability to interpret and accurately apply legal documentation to various customer service and claimant situations, excellent communication skills for engaging professionally and effectively with all callers, co-workers, and leadership, and a high attention to detail combined with the analytical ability to identify and analyze trends in customer escalations for continuous improvement.