What are the responsibilities and job description for the Client Services Escalation Analyst (Remote) - 177688 position at Raise?
We’re Hiring!
Our key client in the Legal industry is growing like crazy and adding to their team. We have a Client Services Escalation Analyst role on the team.
Pay Rate: $19.00-$24.00/hour on W2
Work Type: Remote - 50 miles within any client office
Work Hours: 9:00 AM - 5:30 PM local time. Flexible for an 8:00 AM - 4:30 PM schedule if they're in Pacific time
Duration: 12-month contract (with possible extension and conversion)
Job Overview:
- The Escalation Analyst will assist in the development of improved processes and best practices for appropriately resolving and reducing escalations from the Contact Center and Claims Services departments.
- Escalations [claimant inquiries] require research and frequent problem-solving, providing responses that are both thorough and clear.
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 other opportunities to reduce escalations.
- Operating Standards – Participate in the development and implementation of a set of standards by which all escalation staff operate to create a culture that demonstrates a similar level of service regardless of the project work assigned.
- Research & Communication – Research complex claim inquiries and process issues while appropriately communicating findings with project teams, claimants, and/or other operational departments.
- This position is responsible for fostering a team environment and building cooperation between client services and other departments to provide the highest quality service standards.
- Respond directly to actual callers/claimants, as needed.
Qualifications:
- Minimum of 1 year of experience as a Customer Service Coordinator, high volume Administrative Assistant, or closely related position.
- 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 are required.
- Experience with MS Office Suite, specifically Word, Excel, and Outlook.
- A self-starter: someone who can work well on his own without close supervision.
- A strong understanding of legal documents such as court orders and settlement agreements is preferred.
Top 3 Required Skills:
- Excellent verbal and written communication (stressing the importance of written communication skills- an overwhelming part of the role is communicating via writing so this person should be confident in their ability to get their point across clearly and concisely).
- 2Analytical skills (comfortable with Excel and can dive deeper into what they’re seeing and identifying trends is a large part of this role).
- Attention to detail.
Raise PBC is committed to a policy of nondiscrimination and equal opportunity for all employees and qualified applicants without regard to race, color, religious creed, national origin, ancestry, age, disability, genetics, gender identity, veterans' status, sexual orientation, or any other characteristic protected by law. Raise PBC is an equal opportunity employer encouraging diversity in the workplace.
#HOTJOB
Job Type: Contract
Pay: $19.00 - $24.00 per hour
Benefits:
- Dental insurance
- Health insurance
- Vision insurance
Schedule:
- 8 hour shift
Work Location: Remote
Salary : $19 - $24
