Senior Escalation Resolution Specialist
5 days ago
This is a remote position.
Paradigm Information Services, Inc. is searching for a skilled Senior Escalation Resolution Specialist to support our client, a global leader in the legal industry. The ideal candidate will assist in developing improved processes and best practices for resolving and reducing escalations from the Contact Center and Claims Services departments.
Escalations require research and problem-solving, providing responses that are both thorough and clear.
The estimated annual salary for this role is $65,000 - $75,000 based on experience, depending on the location (Remote, USA). Paradigm offers medical, dental, vision, life, 401K, PTO, and sick days as part of our benefits package.
Key Responsibilities:
- Provide timely and accurate responses to current and past-due escalations, demonstrating a sense of urgency.
- Assist in developing FAQs and identifying deficiencies and opportunities to reduce escalations.
- Participate in the development and implementation of standards by which all escalation staff operate to create a culture of consistent service.
- Research complex claim inquiries and process issues while communicating findings with project teams, claimants, and operational departments.
- Respond directly to actual callers/claimants as needed.
Requirements:
- A minimum of 1 year of experience as a Customer Service Coordinator, high volume Administrative Assistant or closely related position.
- An Associates degree required.
- Excellent verbal and written communication skills with a professional, calm demeanor.
- Critical thinking skills and the ability to efficiently gather and process information in a fast-paced environment.
- Experience with MS Office Suite, specifically Word, Excel, and Outlook.
- A self-starter: someone who can work well independently without close supervision.
- High attention to detail.
- A strong understanding of legal documents such as court orders and settlement agreements preferred.
About Us:
We are Paradigm Information Services, Inc., a staffing solutions firm dedicated to finding the perfect job for candidates. We're connected with some of the most innovative tech companies around, giving our employees that competitive edge needed in today's job market.
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