Contractor Customer Service Representative

Job Title: Customer Service Representative (Monday to Friday)

Classification: Contractor

Location: Remote

Department: Customer Care

Supervisor: Manager of Customer Care & Quality Assurance

The Company: Rockpoint Legal Funding is one of the largest and most reputable non-recourse legal funding companies on the West Coast, offering a helping hand to plaintiffs and their families while their attorneys fight for a fair settlement. Rockpoint's services help facilitate optimal case outcomes by providing critical funds and accessible medical treatment to plaintiffs as well as operational efficiencies and capital to law firms. Rockpoint prides itself on uncompromising ethical principles and excellent customer service. Founded in 2015, Rockpoint has realized consistent quarter-over-quarter growth and is well on pace for continued success.Rockpoint is the sole funding company to have an endorsement from the Consumer Association of California (CAOC), the statewide consumer attorney association

Position Description: We are looking for a smart, outgoing, empathetic and patient individual to be our next Customer Service Representative, working directly with plaintiffs involved in lawsuits. This role presents a unique opportunity to assist individuals who have suffered injuries in different types of accidents. The ideal candidate will be an experienced Customer Service Professional who converses and reads/writes fluently in both English and Spanish and is proficient with moderate to heavy call volume, while maintaining delivery of the highest quality of customer support.

Requirements/Responsibilities:

1. Obtain case information and submit requests to our internal system.
2. Accept calls from plaintiffs via call queue and provide status updates.
3. Notify plaintiffs of status updates via outbound phone calls.
4. Create template-based funding contracts according to provided specifications and monitor signature status once electronically sent.
5. Answer incoming calls to the operator phone queue.
6. Counsel plaintiffs on contract details, providing funds delivery options and managing expectations for the timeline and associated delivery costs.

Hours of Operations: Friday, Saturday and Sunday, 9:00 AM to 5:00 PM Pacific Standard Time (a total of 24 hours). Working on US Holiday closures is required. Extra hours available for covering for team members on PTO.

Qualifications:

• Must have Customer Service experience, preferably in the Personal Injury Legal or finance space.
• Must be detail-oriented, very organized, and possess a strong multitasking ability.
• Must be an energetic and reliable individual who can thrive in a fast-paced, performance-driven organization.
• Should have high emotional intelligence, empathy, charisma, interpersonal skills, and the ability to read between the lines and ask the right questions.
• The individual must possess the following knowledge, skills, and abilities and be able to explain and demonstrate that he/she can perform the job’s essential functions, with or without reasonable accommodation.
• Excellent communication skills (verbal, listening, writing).
• High level of comfort and confidence on the phone and the ability to communicate effectively telephonically.
• You must speak fluent English and Spanish.
• Must have a high-speed internet connection at home (80 Mbps).
• Up-to-date laptop with at least 8GB RAM.
• Must have a working computer system.
• Two computer monitors are a plus!

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