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Contact Center Representative II

7.00 to 12.00 Years   Hyderabad   10 May, 2022
Epiq Systems
Job LocationHyderabad
EducationNot Mentioned
SalaryNot Disclosed
IndustryLegal
Functional AreaGeneral / Other Software
EmploymentTypeFull-time

Job Description

    Job Title: Contact Center Representative IIDivision: Class Action & Mass Tort SolutionsDepartment: Contact Center - CorrespondenceLocation: HyderabadReports to: Contact Center ManagerSummaryEpiq Systems is a global legal services organization that emphasizes technological solutions to our clients legal needs. EPIQ 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 (CCR II) 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 CCR II also does their part to meet expectations of internal and external clients with respect to claim handling and Service Level Agreements.Job ResponsibilitiesFollows written procedures and scriptsConsults with team leadership and peers on case workUses proprietary software tools to access and review claim documents, enter claim decisions, and create escalations when needed as per procedureCommunicates immediately to leadership all obstacles to completing workMeets and exceeds departmental expectations for accuracy and productivityContributes subject area expertise to determine processing guidelines and assess if standards have been metUtilizes documented team processes to ensure compliance with departmental standardsHigh speed Data entry and verification knowledge requiredDrafts claimant facing communications based on guidance providedCommunicates directly with claimants by emailVerifies data and processing requirements and makes corrections as necessaryOther projects as assignedQualifications2+ years of overall industry experience preferredGraduates / PostgraduatesExcellent attention to detailStrong communication skills, both written and verbalSharp critical thinking skills with sound judgmentAbility to understand and determine the claimants needsProven experience in shadowing team leadsProven experience in training new hireAbility to meet production goalsAbility to interpret & identify quality needs that meets EPIQ standardsProcess improvement IdeasFlexibility in terms of shiftIf you like wild growth and working with happy, enthusiastic over-achievers, youll enjoy your career with us!It is Epiqs policy to comply with all applicable equal employment opportunity laws by making all employment decisions without unlawful regard or consideration of any individuals 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. Epiqs 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.,

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