The Role
Remote contract paralegal handling escalated contact-center calls and emails, interpreting settlement agreements and court documents, liaising between contact center and client services, analyzing escalation trends, proposing script improvements, and resolving complex claimant issues.
Summary Generated by Built In
This is a remote position.
Paradigm is currently in search of a Paralegal to work for our client in the legal services industry. 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.
Type: 6 Month Contract
Location: Remote, (Must be within 50 miles of Beaverton, OR)
Benefits: Medical, dental, vision, life, 401K, PTO, and sick days
Job No: Para_1470
As a Paralegal, you will:
- 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
Hub Locations: Arizona, Washington DC, Florida, Illinois, Kansas, Missouri, New York, North Carolina, Ohio, Oregon, Tennessee, Maryland, New Jersey, South Carolina, Virginia, Washington, Alabama, Colorado, Connecticut, Delaware, Georgia, Idaho, Indiana, Kentucky, Louisiana, Massachusetts, Michigan, Minnesota, Nevada, Oklahoma, Pennsylvania, Texas, Utah, Wisconsin
Requirements
Our experience, and skills, wish-list includes:
- Paralegal certification or Juris Doctorate required
- 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
- Excellent communication skills, with the ability to engage effectively with all callers, co-workers and leadership in a professional manner
- High attention to detail and the ability to identify and analyze trends in customer escalations
Benefits
Paradigm offers medical, dental, vision, life, 401K, PTO, and sick days.
About Us, Paradigm
Want to love Mondays? It's possible when you love what you do. Paradigm is 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.
Paradigm Information Services does not discriminate based on race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.
Skills Required
- Paralegal certification or Juris Doctorate
- Proven experience handling complex customer inquiries
- Prior contact center experience with escalation management
- Ability to review, interpret, and apply settlement agreements and court documentation
- Excellent verbal and written communication skills
- High attention to detail and ability to identify and analyze escalation trends
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The Company
What We Do
Paradigm Information Services is a women-owned staffing firm that specializes in providing staffing solutions for technology-centered companies, placing professionals in fields such as content development, creative design, engineering, and software development.
