Company is a worldwide provider of legal services, serving law firms, corporations, financial institutions and government agencies—helping them streamline the administration of business operations.
Its scalable, flexible technology is designed to help you quickly and efficiently turn huge amounts of data into manageable, actionable tools you can use to meet a variety of objectives.
Rate Range: $19-$24/Hr
Job Description:
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.
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 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.
Top 3 Required Skills:
Excellent verbal and written communication, analytical skills (comfortable with Excel and can dive deeper into what they’re seeing), attention to detail.
Required Qualifications & Characteristics:
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 is able to work well on own without close supervision
High attention to detail
Strong understanding of legal documents such as court orders and settlement agreements preferred
Non-benefitted (other than those mandated under state or federal law).Please note that this position does not include paid time off benefits. ApTask offers subsidized insurance coverage to our employees.
About ApTask:
ApTask is a leading global provider of workforce solutions and talent acquisition services, dedicated to shaping the future of work. As an African American-owned and Veteran-certified company, ApTask offers a comprehensive suite of services, including staffing and recruitment solutions, managed services, IT consulting, and project management. With a focus on excellence, collaboration, and innovation, ApTask provides unparalleled opportunities for professional growth and development. As a member of the ApTask team, you will have the chance to connect businesses with top-tier professionals, optimize workforce performance, and drive success across diverse industries. Join us at ApTask and be part of our mission to empower organizations to thrive while fostering a diverse and inclusive work environment.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.
Candidate Data Collection Disclaimer:
At ApTask, we prioritize safeguarding your privacy. As part of our recruitment process, certain Personally Identifiable Information (PII) may be requested by our clients for verification and application purposes. Rest assured, we strictly adhere to confidentiality standards and comply with all relevant data protection laws. Please note that we only collect the necessary information as specified by each client and do not request sensitive details during the initial stages of recruitment.
If you have any concerns or queries about your personal information, please feel free to contact our compliance team at businessexcellence@aptask.com .
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
IT Services and IT Consulting
Referrals increase your chances of interviewing at ApTask by 2x