Appeal Resolution Specialist jobs in Portland, ME

Job description

Brunswick, Maine law firm is seeking a full-time Resolution Specialist. Basham & Scott is a steadily expanding law firm focusing on vehicle damage claims for rental car companies, subrogation claims for insurance carriers, and personal injury. The law firm was established in 2005 and its partners have been handling rental car claims for a combined 39 years. We are committed to providing career-oriented, professionally rewarding experiences. Our employees are viewed as our most valued assets. We are committed to our core values of integrity, service, quality, and teamwork and believe in nurturing an organizational culture that is built upon identifying and keeping top talent. We have recently been selected as one of the 2021, 2022 and 2023 Best Places to Work in Maine!

Position Summary:

The Resolution Specialist is responsible for handling high volume and challenging phone calls in pursuit of the recovery of claims for The Firm’s clients. Responsibilities also include preparation of accompanying documents and organizing and managing a busy assignment calendar. This position requires patience, thick skin and a high level of integrity.
Key Outcomes:

• Organize, prioritize workload onto a daily calendar to ensure the business needs of the assigned attorney and support team are distributed effectively.
• Respond to calls in a manner that:
• Demonstrates compassion for the person’s situation
• Reassures the party that a solution can be attained
• Commits to maintaining privacy of information
• Illustrates “grace under pressure” despite potential party’s hostility
• Acquire complete information to ensure facts of loss, insurance, and payment information are recorded accurately.
• Process payments in accordance with Accounting Department standards to maintain client personal information privacy and security.
• Disposition alleged identity theft by conducting the necessary research to confirm, including obtaining necessary reports and affidavits.
• Conduct cursory research to locate individuals using available sources.
• Flag pertinent, discovered information and forward to appropriate personnel (e.g., Intake or Attorney)
• Maintain current with State-to-State breach of contract, negligence and statute of limitations standards.
• Serve as backup to receptionist, gather pertinent information and direct inbound calls to appropriate personnel.

Education/Experience:

• Minimum 2 years Customer Service Experience

Skills/Knowledge/Competencies (Behaviors):

• Proficient typist with intermediate to exceptional skills in Microsoft Office Word, Excel and Outlook
• Aptitude and ability to quickly assess a situation and respond in a confident, compassionate manner
• Ability to prioritize, organize and disposition a large volume of incoming calls
• Willing to support others and work collaboratively across the organization
• Ability to interface with multiple levels, including attorneys and peers
• Demonstrated ability to communicate with tact and respect while handling difficult conversations with a variety of individuals
• Resilient and able to recover from difficult conversations quickly
• Readily adaptable to new/different/challenging assignments to meet business needs
• Proven problem solving/critical thinking
• Ability to communicate technical information in a clear and succinct manner
• Ability to work independently for long stretches of time
• Physical Requirements:
• Prolonged periods sitting at a desk and working on a computer

Job Type: Full-time

Job Type: Full-time

Pay: $17.00 - $20.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Parental leave
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Supplemental pay types:

• Bonus opportunities

Education:

• High school or equivalent (Preferred)

Experience:

• Customer Service: 2 years (Required)

Work Location: In person