Request Processing Escalation Specialist

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $26 - $30 / hour

⏰ Full Time

🟢 Junior

🚫👨‍🎓 No degree required

👻 Ghost score 0%

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Gemini Legal

WebsiteLinkedInAll Job Openings

51 - 200 employees

🤝 B2B

⚖️ Legal

B2B • Legal

Gemini Legal is a company specializing in providing support services for workers' compensation and civil case workflows. With 20 years of experience, Gemini Legal assists applicant attorneys and their clients by streamlining time-consuming tasks to ensure the best possible outcomes for injured workers. The company focuses on offering exceptional services that enhance case management efficiency for legal professionals.

📋 Description

• Serve as the primary point of contact for escalated, urgent, or complex Request Processing requests involving errors or client concerns • Investigate and resolve issues that cannot be handled through standard workflows • Identify trends, recurring issues, and gaps in subpoena and records request processing, case information accuracy, and client-specific workflows • Collaborate with the team to implement corrective actions and process improvements • Act as a liaison between Operations departments, Client Support, and Sales • Collaborate with Client Support and Sales to resolve client-impacting issues and provide status updates • Document case details, resolutions, and lessons learned • Participate in process improvement initiatives and provide recommendations • Support team members with guidance or clarification on complex subpoenas, records requests, case information, and client-specific processing issues • Monitor and track metrics for escalated requests • Ensure compliance with department policies, procedures, and quality standards • Perform other duties as assigned

🎯 Requirements

• A High School diploma or a GED is required • 9+ months of experience in a related position or within Operations • Ability to assess complex or urgent issues quickly and determine the best course of action • Strong attention to detail and accuracy in reviewing and documenting cases • Ability to identify trends and recommend process improvement • Excellent written and verbal communication skills for cross-departmental coordination • Ability to act as a liaison between teams, Client Support, and Sales • Strong interpersonal skills and ability to work collaboratively with diverse teams • Ability to manage multiple escalated requests simultaneously under tight deadlines • Prioritize tasks effectively while maintaining high-quality outcomes • Comfortable using departmental systems, databases, and reporting tools • Basic understanding of departmental operations and processes • Proactive and solution-oriented mindset • Strong sense of accountability and ownership over issues • Proficient using a computer, business phone, office software, video conferencing, and other computer programs including Google Workplace (Docs, Sheets, Calendar, Gmail, etc.) • Must be able to perform essential functions with or without accommodation • Sitting for at least one hour at a time, totaling 6–8 hours per day • Keyboarding for extended periods, totaling 6–8 hours per day • Using a phone with or without a headset for extended periods, totaling 6–8 hours per day

🏖️ Benefits

• Comprehensive medical, dental, and vision coverage • Generous paid time off, including PTO, sick leave, volunteer time, and paid holidays • 401(k) plan with company match • Tuition reimbursement program • Employee Assistance Program and legal assistance benefit • Company-paid annual charitable donation in your name • Employee recognition program