[Remote] Junior Paralegal / Jnr Escalations specialist

Note: The job is a remote job and is open to candidates in USA. Emmington is an international portfolio of companies focused on improving customer acquisition and driving sustainable growth. They are seeking a proactive Junior Paralegal/ Jnr Escalations specialist to handle customer feedback and resolve concerns effectively in a fully remote role.

Responsibilities

• Review and monitor customer reviews on a daily basis
• Investigate and respond to negative reviews in a timely and professional manner
• Contact customers via phone and email to resolve complaints
• De-escalate tense or sensitive situations with confidence and empathy
• Guide customers towards a resolution by following company policy
• Stand firm where necessary while maintaining professionalism
• Escalate matters internally when appropriate
• Ensure resolutions align with company policies and legal standards

Skills

• Relevant qualification and de-escalation background
• Understanding of service agreements
• Excellent written and verbal communication skills
• Confident, friendly, and professional phone manner
• Extroverted and comfortable engaging directly with customers
• Ability to think critically and respond under pressure
• Strong conflict resolution and de-escalation skills
• Highly organised and able to manage daily review volumes
• Debt collection experience preferable

Company Overview