HomeServe

Position Overview:

In this fast-paced, corporate environment, the successful candidate will work with customer facing teams as well as in-house lawyers on all aspects of consumer litigation cases and regulatory responses. The candidate will have a strong customer experience appetite along with paralegal skills to work in harmony across consumer and business expectations. This is the ideal position for someone who is looking for an opportunity to learn quickly in a great and fast-growing organization with the ability to work autonomously and independently.

Responsibilities:

• Work directly with customers, litigators, attorneys, underwriters, and regulatory bodies to resolve high level escalations.
• Work with the Contact Center Operations teams and ‘Office of the President’ (“OTP”) complaints team, as well as General Counsel, Deputy General Counsel, and other senior lawyers to assist in consumer legal matters.
• Manage all high-level Underwriter, BBB, Attorney’s General, Commissions, Consumer Protection, Public Utility Commissioner and Regulatory complaints with attention to detail and superior investigative skills.
• Address all complaints received by the CEO and COO offices with impeccable accuracy and attention to detail. Acting as an extension of the executive office.
• Case file investigation and preparation to support customer litigation cases and subpoena requests.
• Adept at collaborating with a diverse range of Legal personnel.
• Manage and assist on all litigation and pre-litigation, independently performing case management, and maintain litigation files.
• Coordinate file management, (e.g., create and organize files; reference materials and departmental template/form files; oversee document control for Legal).
• Familiarity with basic contract drafting and routine legal agreements such as NDAs.
• Autonomously interpret company policy and use good judgment when handling difficult situations that commit HomeServe resources, while following outlined procedures ensuring the customer is at the heart of each case handled.
• Prepare verbal and written responses to customers and internal partners within allotted time frames.
• Exceptional communications skills (both verbal and written) in English. Bilingual skills are a plus.
• Ability to synthesize significant amounts of data and know what key facts to extract to address regulatory/legal agency, as well as craft and extract information to support position/argument.
• Ability to retain detailed information.
• Provide detailed, summary reports on lessons learned and thematic findings from high profile complaints, in a timely, methodical manner to key business areas for clarification, correction and creation.
• Identify continuous improvement (CI) opportunities, work with leadership and Root Cause Managers to review data to support your theory and present to the Cross-functional Task Force for CI problem solutioning.
• Serve as a peer mentor and leader within the Office of the President team.
• Stay current on affinity partners product & service options, terms & conditions, and system knowledge.
• Must be decisive and willing to make bold decisions to do what is right for our customers.
• Must be able to build and maintain professional relationships during a highly stressful and fast paced environment.
• Feel comfortable working in an autonomous environment where you are expected to resolve customer’s issues on your own.
• Ability to multi-task, prioritize deliverables and meet deadlines in a fast-paced environment.
• Good interpersonal, influencing and conflict resolution skills.
• Ability to handle other complaint channels within the OTP arena.

Essential Functions:

Essential Job Function

% of Time on Function

Work directly with customers, litigators, attorneys, underwriters, and regulatory bodies to resolve high level escalations and provide written response.

95%

Sharing case reviews and participating in continuous improvement projects

5%

Total

100%

Job Requirements:

• College degree required.
• Must demonstrate the following traits:
  • Courage – to raise issues and address them
  • Persistence – to never let a customer fall through the cracks
  • Integrity – handle all situations with the utmost integrity, representing both HomeServe and you.
  • Curiosity – constant desire to learn and always question
• At least 2 years of experience in customer service and demonstrates an excellent working knowledge of business processes and procedures
• Paralegal certification or experience working in a large law firm or in-house corporate environment advantageous.
• Possess exceptional organizational and time management skills.
• Experience managing multiple information tracking databases and the ability to stay on top of numerous deadlines.
• Excellent written, verbal, and interpersonal skills.
• Must be able to build and maintain professional relationships in a highly stressful and fast paced environment
• Proficient in Word, Excel, PowerPoint and Outlook.
• Overtime or flexible working may be required of position during peak periods

Minimum Physical Requirements:

The physical demands described represent those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions of the position for which they work. While performing the duties of this position, the employee is regularly required to listen, talk and hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls while executing tasks like working on a computer or talking on the telephone. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually moderate to low.

This job description is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

HomeServe USA is an equal opportunity employer.