Senior Paralegal

Amentum•Washington, DC

About The Position

Helpline Senior Paralegal: Exercising more independent judgement , ollows standard operating procedures and guidelines to performs the following tasks. Provide superior customer service to claimants, authorized representatives, attorneys, and the public who contact the VCF regarding the all-inclusive claims process in multiple languages. Proactively provide support to any caller requesting assistance with the claim process, including but not limited to: filing a claim, general information on the VCF, review and explanation of VCF policy, claim status/processing, request for hard copy forms, verbal registrations and technical assistance using the online claims system. Act as subject matter expert on the claimant portal to help claimants on procedures, working with the Claims Management System (CMS) team to conduct User Access Testing and other testing as needed. Document each contact from claimant or authorized representative in CMS in accordance with established Standard Operating Procedures. Effectively manage incoming call queue to ensure prompt follow up as required for claim inquiries Conduct “Unrepresented Claimant” Outreach on a weekly basis based on the needs of the project to provide proactive claim discrepancy support. Includes guiding them on portal use and procedures, claim status updates, and missing documents. Review claim notes in pending claims and, via phone or outgoing mail, provide information to claimants including issues with supporting documentation—relays information from claim file so claimant can resolve claim discrepancies in the claim handling process via phone or outgoing mail. Handle special projects and administrative support to Claim Review Attorneys, Special Master’s Office and other VCF teams. Exercise sound judgment in escalating inquiries to the Supervisor when necessary. Serve as Point of Contact in one or more of the following Roles, responsible for ensuring all activities are properly completed and documented in the respective areas, including performing frequent data entry assignments as well as other general administrative office functions in support of Helpline Point of Contact role: Package requests User Delegation Voicemails Verbal Change of Address Law Firm Authorized Agents Spreadsheet Frequent Caller Report Document Translations (applicable only to Spanish speaking Helpline representatives who may be asked to identify the context of documents to ensure they are being properly labeled during Intake document ingestion process)

Requirements

Undergraduate degree is required.
A minimum of 2 years experience in a customer support role, call center, or other high call volume environment is preferred.
Demonstrated ability to work independently and in a team environment.
Ability to perform detailed work consistently, accurately, and under pressure extremely important.
Must be able to read and follow instructions and Standard Operating Procedures and ask questions as needed.
Must be able to understand task, task objectives, and the claims processing support effort as a whole.
Must have excellent writing skills, the ability to multitask, high attention to detail and outstanding oral communication capabilities, including the ability to explain complex issues in a simplified manner.
Must demonstrate patience and resilience in dealing with difficult callers, and have the ability to communicate verbally in a manner that expresses sincere empathy.
Must meet or exceed job requirements for Helpline Representative I with high quality
Must have a minimum of 2 years of Helpline experience, successfully meeting expectations and demonstrating consistent success
Must have proficient typing/keyboarding skills, ability to navigate multiple applications simultaneously while handling calls, experience with PC-based databases (MS Access) and MS suite of applications, including experience with MS Excel.
Must be able to obtain and maintain MRPT facility credentials/authorization.
Note: US Citizenship is required for MRPT facility credentials/authorization at this work location.

Responsibilities

Provide superior customer service to claimants, authorized representatives, attorneys, and the public who contact the VCF regarding the all-inclusive claims process in multiple languages.
Proactively provide support to any caller requesting assistance with the claim process, including but not limited to: filing a claim, general information on the VCF, review and explanation of VCF policy, claim status/processing, request for hard copy forms, verbal registrations and technical assistance using the online claims system.
Act as subject matter expert on the claimant portal to help claimants on procedures, working with the Claims Management System (CMS) team to conduct User Access Testing and other testing as needed.
Document each contact from claimant or authorized representative in CMS in accordance with established Standard Operating Procedures.
Effectively manage incoming call queue to ensure prompt follow up as required for claim inquiries
Conduct “Unrepresented Claimant” Outreach on a weekly basis based on the needs of the project to provide proactive claim discrepancy support. Includes guiding them on portal use and procedures, claim status updates, and missing documents.
Review claim notes in pending claims and, via phone or outgoing mail, provide information to claimants including issues with supporting documentation—relays information from claim file so claimant can resolve claim discrepancies in the claim handling process via phone or outgoing mail.
Handle special projects and administrative support to Claim Review Attorneys, Special Master’s Office and other VCF teams.
Exercise sound judgment in escalating inquiries to the Supervisor when necessary.
Serve as Point of Contact in one or more of the following Roles, responsible for ensuring all activities are properly completed and documented in the respective areas, including performing frequent data entry assignments as well as other general administrative office functions in support of Helpline Point of Contact role: Package requests User Delegation Voicemails Verbal Change of Address Law Firm Authorized Agents Spreadsheet Frequent Caller Report Document Translations (applicable only to Spanish speaking Helpline representatives who may be asked to identify the context of documents to ensure they are being properly labeled during Intake document ingestion process)