WFH Inbound Claims Support Representative

Client Overview
Our client is an Australian advisory and legal services support organization based in Sydney. To support a major regional and international class action filing, they are launching a dedicated inbound call center operation to assist potential claimants with online registration and inquiries. Operating across staggered shifts to cover both Australian and North American jurisdictions, the team provides structured, script-based telephone support to ensure seamless claimant intake and high-volume inquiry management.

Job Overview
This full-time, project-based position focuses on answering inbound phone calls from prospective class action claimants experiencing technical or administrative difficulties with online registration forms. Representatives will utilize approved scripts and FAQ databases to assist callers, record interaction details in shared spreadsheets, and escalate unresolved or complex legal inquiries to senior advisors.

Schedule
Monday - Friday, 08:00 AM - 05:00 PM AEST, with 1 hour unpaid break (40 work hours per week)
Note: Staggered shifts available covering Australia Evening (11:00 AM – 08:00 PM AEST) and U.S. Shifts (11:00 AM – 08:00 PM EDT / 08:00 AM – 05:00 PM PDT).

Responsibilities

• Inbound Claimant Support: Receive and manage inbound calls from class action claimants via the JustCall phone dialer system.
• Scripted & FAQ Assistance: Provide clear, accurate guidance to callers navigating the online registration process using approved scripts and knowledge base materials.
• Call Logging & Escalation Management: Capture caller details, log issue summaries, and escalate unresolved or complex inquiries to the advisory/legal team with comprehensive notes.
• End-of-Day (EOD) Reporting: Compile and submit daily call logs tracking volume, interaction outcomes, common registration bottlenecks, and flagged escalations via shared spreadsheets.
• Empathetic Communication: Maintain a calm, reassuring, professional, and empathetic tone when communicating with callers who may be frustrated or confused.
• Quality & Compliance Adherence: Strictly follow established legal communication boundaries, providing only authorized responses without offering unapproved legal advice.

Requirements

• Proven track record handling inbound customer service, helpline, or call center interactions in a structured environment.
• Exceptional English phone manner with a clear, professional, and empathetic speaking voice suited for Australian and U.S. callers.
• Comfortable navigating cloud phone dialers (e.g., JustCall) and shared spreadsheets (Google Sheets / Excel) simultaneously during live calls.

Qualifications

• Prior experience handling class action support, legal intake, financial disputes, or formal claims processing.
• Hands-on experience using JustCall dialer software or cloud call center platforms.

Independent Contractor Perks

• Permanent work from home
• Immediate hiring
• Health Insurance Coverage for eligible locations

Note
Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.