Customer Service Representative

ClaimAngel operates a marketplace that helps injured plaintiffs access the value of their legal cases before settlement. The Customer Service Representative will support claimants through inbound and outbound phone, text, and email communications, guide them through applications and documentation, answer funding questions, document interactions, and escalate complex issues while maintaining a high-quality customer experience.

Responsibilities:

• Serve as the primary point of contact for claimants, handling inbound calls, texts, and emails throughout the funding process
• Guide claimants through the application process, including account setup, required documentation, and next steps
• Answer questions about application status, funding timelines, disbursement, and how pre-settlement funding works, in clear, plain language
• Make outbound follow-up calls to help claimants complete applications, resolve missing information, and close out open requests
• De-escalate difficult conversations with empathy and professionalism, and turn stressed callers into confident ones
• Accurately document every interaction, resolution, and escalation in our CRM and internal systems
• Triage and escalate complex issues, complaints, or potential risks to the appropriate team with complete, well-organized documentation
• Identify recurring claimant pain points and report trends back to operations and product leadership to improve the customer experience
• Meet defined service-level targets for response time, resolution time, and quality
• Maintain compliance with relevant policies and procedures, and contribute to the continuous improvement of support workflows

Requirements:

• Two or more years of customer support, customer service, or client-facing experience, ideally serving consumers in legal services, insurance, healthcare, or financial services
• Demonstrated comfort with high-volume inbound and outbound phone communication, and a preference for picking up the phone over sending an email
• Strong empathy and patience, with a proven ability to de-escalate difficult conversations and support people in stressful situations
• Ability to explain unfamiliar processes and financial concepts in clear, plain language
• High attention to detail and accuracy in data entry, particularly with dates, dollar figures, and names
• Strong written communication for professional, easy-to-understand correspondence with claimants
• Ability to work independently in a remote environment, manage a personal follow-up queue without direct supervision, and meet deadlines
• Proficiency with a CRM, help desk, or ticketing system, and basic spreadsheet and reporting software
• Prior experience supporting plaintiffs or consumers at a personal injury firm, pre-settlement funding company, or in insurance claims
• Working knowledge of how a personal injury case progresses, from letter of representation through disbursement
• HubSpot experience
• Spanish fluency