This is a remote position.
Paradigm is searching for an Escalation Analyst to support our client, a global leader in the legal industry. 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 require research and frequent problem-solving, providing responses that are both thorough and clear.
Type: 12 month contract
Location: Remote, USA
Benefits: Paradigm offers medical, dental, vision, life, 401K, PTO, and sick days.
As an Escalation Analyst you will:
• 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.
• Participate in the development and implementation of a set of standards by which all escalation staff operate to create a culture that demonstrates similar level of service regardless of the project work assigned.
• Research complex claim inquiries and process issues while appropriately communicating findings with project teams, claimants, and/or other operational departments.
• Respond directly to actual callers/claimants, as needed.
Our skills and experience wish list includes:
• Minimum of 1 year of experience as a Customer Service Coordinator, high volume Administrative Assistant or closely related position.
• 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 are required.
• Experience with MS Office Suite, specifically Word, Excel, and Outlook.
• A self-starter: someone who can work well on own without close supervision.
• High attention to detail.
• Strong understanding of legal documents such as court orders and settlement agreements preferred.
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.
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