Request Processing Escalation Specialist

RESPONSIBILITIES

• Serve as the primary point of contact for escalated, urgent, or complex requests related to Request Processing, which generally involve errors or client concerns and follow a consistent escalation process.
• Investigate and resolve issues that cannot be handled through standard workflows, ensuring timely resolution.
• Identify trends, recurring issues, and gaps in subpoena and records request processing, case information accuracy, and client-specific workflows, and collaborate with the team to implement corrective actions and process improvements
• Act as a liaison between departments, ensuring accurate and consistent communication of escalated issues.
• Collaborate with Client Support and Sales to resolve client-impacting issues and provide status updates.
• Document case details, resolutions, and lessons learned to improve team knowledge and efficiency.
• Participate in process improvement initiatives, providing recommendations based on observed challenges and patterns.
• Support team members by providing guidance or clarification on complex subpoenas, records requests, case information, and client-specific processing issues.
• Monitor and track metrics for escalated requests to identify opportunities for efficiency and quality improvements.
• Ensure compliance with department policies, procedures, and quality standards during issue resolution.
• Other duties as assigned.
• WHAT YOU BRING

Education and/or experience

Skills

• Ability to assess complex or urgent issues quickly and determine the best course of action.
• Strong attention to detail and accuracy in reviewing and documenting cases.
• Ability to identify trends and recommend process improvement.
• Excellent written and verbal communication skills for cross-departmental coordination.
• Ability to act as a liaison between teams, Client Support, and Sales.
• Strong interpersonal skills and ability to work collaboratively with diverse teams.
• Ability to manage multiple escalated requests simultaneously under tight deadlines.
• Prioritize tasks effectively while maintaining high-quality outcomes.
• Comfortable using departmental systems, databases, and reporting tools.
• Basic understanding of departmental operations and processes.
• Proactive and solution-oriented mindset.
• Strong sense of accountability and ownership over issues.

Technology

FUNCTIONAL REQUIREMENTS

• Must be able to perform the essential functions of the position with or without accommodation, including, but not limited to:
• Sitting for at least one hour at a time (total: 6-8 hours/day)
• Keyboarding for extended periods of time (total: 6-8 hours/day)
• Using a phone with or without a headset for extended periods (total: 6-8 hours/day)

Full-Time Team Members