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Contact Center Representative II

1.00 to 3.00 Years   Hyderabad   14 Sep, 2021
Epiq Systems
Job LocationHyderabad
EducationNot Mentioned
SalaryNot Disclosed
IndustryLegal
Functional AreaSales / BD
EmploymentTypeFull-time

Job Description

Its fun to work at a company where people truly believe in what they are doing!Epiq is a global legal services organization that emphasizes technological solutions to our clients legal needs. The Hyderabad office specializes in the administration of class action settlements, mass torts, and similar legal matters that impact large populations of potentially injured parties.The Contact Center Representative II (CCRII) works on the full range of claims, correspondence, quality assurance and escalations to ensure the satisfaction of the goals and priorities of the team. The CCRII also does their part to meet expectations of internal and external clients with respect to claim handling and Service Level Agreements.Job Responsibilities

  • Follows written procedures and scripts
  • Uses proprietary software tools to access and review claim documents, enter claim decisions, and create escalations when needed
  • Communicates immediately to leadership all obstacles to completing work
  • Meets and exceeds departmental expectations for accuracy and productivity
  • Utilizes documented team processes to ensure compliance with departmental standards
  • Data entry and verification
  • Supports Claims Analysts 1 (CA1) with processing questions and escalations
  • Analyzes escalation content to resolve and routes as appropriate
  • Reviews and distributes reports on work assignments, escalations, and/or QA results
  • Drafts claimant facing communications based on guidance provided
  • Verifies data and processing requirements and makes corrections as necessary
  • Other projects as assigned
Qualifications
  • Graduates / Post Graduates
  • Excellent attention to detail
  • Strong written English language skills
  • Ability to sit at a computer workstation for long periods of time
  • Demonstrated skill in analyzing data
  • Demonstrated success in a CA1 role
#LI-DG1If you like wild growth and working with happy, enthusiastic over-achievers, youll enjoy your career with us!It is Epiq s policy to comply with all applicable equal employment opportunity laws by making all employment decisions without unlawful regard or consideration of any individual s race, religion, ethnicity, color, sex, sexual orientation, gender identity or expressions, transgender status, sexual and other reproductive health decisions, marital status, age, national origin, genetic information, ancestry, citizenship, physical or mental disability, veteran or family status or any other basis protected by applicable national, federal, state, provincial or local law. Epiq s policy prohibits unlawful discrimination based on any of these impermissible bases, as well as any bases or grounds protected by applicable law in each jurisdiction. In addition Epiq will take affirmative action for minorities, women, covered veterans and individuals with disabilities. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. Epiq is pleased to provide such assistance and no applicant will be penalized as a result of such a request. Pursuant to relevant law, where applicable, Epiq will consider for employment qualified applicants with arrest and conviction records.,

Keyskills :
quality assurancecontact centerleadership skillslegal matterslegal servicesexternal clientsservice level

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