Overview:
One Trajector. One Mission.
Trajector is where purpose meets progress. We specialize in developing medical evidence that becomes the compass our clients rely on while navigating the intricate terrain of disability benefits. Our calling is clear: to make a real difference, infuse passion, and enhance the quality of life for the disabled community. As part of our global community, you'll join a team of over 1,500 dedicated individuals, each contributing their unique talents to streamline the path to benefits. Urgency propels us, data empowers us, and every step is tailored to ensure those with disabilities access their rightful compensation. Join us in shaping stories of transformation, one life at a time.
Job Overview:
The Client Recovery Specialist role focuses on risk mitigation, improving client experience, increase client retention, maintain positive online reputation, and resolving disputed accounts company wide. Client Recovery Specialist conducts forensic reviews of client accounts to determine root cause analysis to effectively reach a resolution with that veteran through multiple avenues of communication. The Client Recovery Specialist works directly with multiple departments and levels of management to efficiently reach a resolution with disputed accounts in a timely manner.
About Our Perks, Compensation, & Benefits:
- Compensation ranging from $19.80 - $22.80 hourly.
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Medical, dental, vision, 401k program, and mor
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Paid time off, including seven (7) federal holidays plus two (2) flex holidays for DE
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Joining a rapidly growing organization.
Responsibilities:
- Intracompany Communication and coordinating resolutions for the Veteran’s case, including periodic follow-up to ensure client satisfaction and service delivery.
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Enhances department and organization reputation by exploring opportunities to add value to job accomplishments.
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Subject matter experts in VA process as it relates to Trajector Medical Standard Operating Procedures.
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Demonstrate a higher level of emotional maturity and communication skills in order to show sympathy and empathy towards those within the veteran community.
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Performing forensic reviews of a Veteran’s account ensuring complete understanding of the progression of the case determining root cause utilizing multiple CRMs and applications.
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Serving as a temporary point of contact for roughly 10-25 clients while aiding in a mutually beneficial resolution.
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Meet or exceed established productivity and quality targets for the position.
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Organizing and analyzing Escalation Request tickets in order to prioritize different levels of disputed cases.
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Reach out to clients that have posted positive and negative social media reviews including Facebook, BBB, Birdeye, and Google.
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Answering Birdeye Direct Feedback Review Campaigns by redirecting both positive and negative responses to the proper team.
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Escalation Team manages the flow of all closeout requests company wide.
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Collaborate with Legal Team as needed regarding Attorney General Complaints and Legal Threats.
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Responsible for both inbound and outbound communications with clients assigned to the team.
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Navigate client correspondence toward a solution using de-escalation tactics.
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When appropriate, negotiate invoice related conflicts within a set parameter defined by the company.
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Reduce client churn rate and retain clients.
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Complex problem solving by determining how to resolve unique disputes on a case-by-case basis.
Qualifications:
- Authorized to work in the United States and not require work authorization sponsorship by our company for this position now or in the future.
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High School Diploma or equivalent (Associate's Degree preferred).
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Minimum of one year of experience in customer service and/or client relations.
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Ability to effectively navigate conflict resolution and mitigation through negotiation tactics.
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Excellent interpersonal, analytical and critical thinking skills.
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Ability to define problems, collect data, establish facts, and draw valid conclusions.
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Ability to interpret an extensive variety of instructions.
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Ability to remain calm while working under pressure in a busy environment.
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Ability to work within timeframe of standard policies and procedures.
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Ability to maintain confidentiality related to sensitive company and client information.
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Excellent ability to multi-task and prioritize in a busy, fast-growth environment.
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Detail oriented, diligent, and flexible.
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Ability to operate basic office equipment such as computers, printers, copiers, and scanners.
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Knowledge of Microsoft suite.
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Excellent written and verbal communication skills.
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Professional or personal experience supporting individuals with disabilities preferred.
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Minimum internet speed of 25 Download/10 Upload.
EEO Statement:
Trajector is an EOE/Veterans/Disabled/LGBTQ employer.