Claimant Services Specialist III
Broughton PartnersBroughton Partners is a technology-first legal marketing company. Our mission is to end corporate negligence by providing law firms with mass tort case generation solutions built on efficiency, data science, and transparency. This role is part of the Claimant Success department and reports to the Claimant Communications Manager.
What’s the role like and who’s a good fit:
Claimant Support Specialists hold a pivotal role within Broughton Partners as they’re often the potential claimants last opportunity to be connected with a qualified attorney. The goal of the Claimant Support Specialist is to (a) resolve all issues impeding the delivery of the claim to the law firm (b) collect additional information or documents from the claimant to better fit the claimant with a prospective law firm (c) and assist our client law firms with reaching the claimants. As our company deals primarily with mass tort cases, many of the people you interact with in this role may be distressed, and being empathetic and patient is crucial for success.
Main Responsibilities of a Claimant Support Specialist:
45% Fielding inbound calls
Fielding inbound calls from signed claimants who need to provide additional information or documents in order to be delivered to the prospective firm. You’ll be provided with training on detailed scripts and salesforce to manage calls efficiently.
45% Resolving inbound communications from firms & claimants
Screening inbound communications from claimants and law firms. These communications can have multiple resolutions and actions that must be conducted in order to assist to the best of our ability.
10% Assisting claimant services with special projects
During times of high volume, other teams in the claimant service department may need assistance from claimant support. These activities vary, but some examples might include helping firms with contact assistance or helping prepare cases for delivery.
Minimum Qualifications:
Education: High School diploma or equivalent education required.
Work Experience: Minimum of 4 years of customer service or related experience required.
Must-Haves:
- Excellent verbal and written communication skills
- Ability to communicate in a professional, courteous, and empathetic manner
- Ability to work with multiple systems to manage complex tasks between several software tools
- Highly adaptable to constant changes within the department
- Highly reliable and ability to follow processes carefully
- Willingness to learn new processes and assist in other departments as needed.
- Emotional intelligence skills and conflict resolution skills.
- Outgoing and comfortable interacting with people for long periods of time.
Broughton Partners is a technology first, innovative legal marketing and case acquisition company. Our mission is to connect law firms with qualified claimants who are seeking legal representation after suffering an injury or injustice. We help increase law firms’ growth and revenue by providing them with the best case generation and legal marketing services possible. The founders of Broughton Partners saw a trend in law firm lead generation companies acquiring bad reputations, which led to the idea of case generation and delivering retained plaintiffs to law firms. Broughton Partners leverages an in-house marketing team and 24/7 bilingual call center to deliver quality qualified retainers by optimizing marketing with closed-loop data feedback. Today, the company works with hundreds of top law firms across the country. Broughton Partners innovates and disrupts the status quo by providing an evolutionary and dynamic case generation solution built on efficiency, data science, technology, and transparency. We believe in delivering results that are measurable so our clients and employees can effectively monitor business objectives. At the core of our business is our duty to help those in need and by connecting plaintiffs seeking help from experienced attorneys, we are simply doing work that we are proud of for the people and law firms that we believe in.
At Broughton Partners, our most valuable resource is our people whose backgrounds, ideas, opinions, and life experiences are treated equally. We hire smart, creative, and passionate professionals who are constantly learning and teaching with our mission of helping 500,000 by 2025 in mind. Our culture encourages, supports, and celebrates our diversity and looks to expand and build it constantly. We pride ourselves on leading with love and Servant Leadership.
We are proud to be an Equal Employment Opportunity Employer. We welcome all applicants for employment and prohibit any form of discrimination with regard to race, color, religion, age, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.