Helpline Senior Paralegal: Exercising more independent judgement , ollows standard operating procedures and guidelines to performs the following tasks.
- Provide superior customer service to claimants, authorized representatives, attorneys, and the public who contact the VCF regarding the all-inclusive claims process in multiple languages.
- Proactively provide support to any caller requesting assistance with the claim process, including but not limited to:
- filing a claim, general information on the VCF, review and explanation of VCF policy, claim status/processing, request for hard copy forms, verbal registrations and technical assistance using the online claims system.
- Act as subject matter expert on the claimant portal to help claimants on procedures, working with the Claims Management System (CMS) team to conduct User Access Testing and other testing as needed.
- Document each contact from claimant or authorized representative in CMS in accordance with established Standard Operating Procedures.
- Effectively manage incoming call queue to ensure prompt follow up as required for claim inquiries
- Conduct “Unrepresented Claimant” Outreach on a weekly basis based on the needs of the project to provide proactive claim discrepancy support. Includes guiding them on portal use and procedures, claim status updates, and missing documents.
- Review claim notes in pending claims and, via phone or outgoing mail, provide information to claimants including issues with supporting documentation—relays information from claim file so claimant can resolve claim discrepancies in the claim handling process via phone or outgoing mail.
- Handle special projects and administrative support to Claim Review Attorneys, Special Master’s Office and other VCF teams.
- Exercise sound judgment in escalating inquiries to the Supervisor when necessary.
- Serve as Point of Contact in one or more of the following Roles, responsible for ensuring all activities are properly completed and documented in the respective areas, including performing frequent data entry assignments as well as other general administrative office functions in support of Helpline Point of Contact role:
- Package requests
- User Delegation
- Voicemails
- Verbal Change of Address
- Law Firm Authorized Agents Spreadsheet
- Frequent Caller Report
- Document Translations (applicable only to Spanish speaking Helpline representatives who may be asked to identify the context of documents to ensure they are being properly labeled during Intake document ingestion process)
Required Qualifications:
- Undergraduate degree is required.
- A minimum of 2 years experience in a customer support role, call center, or other high call volume environment is preferred.
- Demonstrated ability to work independently and in a team environment.
- Ability to perform detailed work consistently, accurately, and under pressure extremely important.
- Must be able to read and follow instructions and Standard Operating Procedures and ask questions as needed.
- Must be able to understand task, task objectives, and the claims processing support effort as a whole.
- Must have excellent writing skills, the ability to multitask, high attention to detail and outstanding oral communication capabilities, including the ability to explain complex issues in a simplified manner.
- Must demonstrate patience and resilience in dealing with difficult callers, and have the ability to communicate verbally in a manner that expresses sincere empathy.
- Must meet or exceed job requirements for Helpline Representative I with high quality
- Must have a minimum of 2 years of Helpline experience, successfully meeting expectations and demonstrating consistent success
- Must have proficient typing/keyboarding skills, ability to navigate multiple applications simultaneously while handling calls, experience with PC-based databases (MS Access) and MS suite of applications, including experience with MS Excel.
- Must be able to obtain and maintain MRPT facility credentials/authorization. Note: US Citizenship is required for MRPT facility credentials/authorization at this work location.
*Employees will earn H&W dollars per eligible hour (including vacation and holiday up to 40 hours/week). H&W monies are used to offset the employer’s cost of benefits the employee elects into and/or utilizes. Any remaining health and welfare monies after all applicable deductions would be cashed out to the employee on a 1 pay period lag.
Service Contract Act (SCA) Compensation & Benefits:
This is an hourly, overtime-eligible position that falls under the Service Contract Act (SCA). In accordance with the Health and Welfare provisions of the SCA, and in addition to your base hourly rate, you may be eligible to receive an additional health and welfare payment for each hour you work to ensure compliance with the minimums set forth by the act. The amount you are entitled to receive will vary depending upon the fringe benefits you select now and in the future.
Compensation Details:
31.69
The compensation range or hourly rate listed for this position is provided as a good-faith estimate of what the company intends to offer for this role at the time this posting was issued. Actual compensation may vary based on factors such as job responsibilities, education, experience, skills, internal equity, market data, applicable collective bargaining agreements, and relevant laws.
Benefits Overview:
Our health and welfare benefits are designed to support you and your priorities. Offerings include:
Health, dental, and vision insurance
Paid time off and holidays
Retirement benefits (including 401(k) matching)
Educational reimbursement
Parental leave
Employee stock purchase plan
Tax-saving options
Disability and life insurance
Pet insurance
Note: Benefits may vary based on employment type, location, and applicable agreements. Positions governed by a Collective Bargaining Agreement (CBA), the McNamara-O'Hara Service Contract Act (SCA), or other employment contracts may include different provisions/benefits.
Original Posting:
03/04/2026 - Until Filled
Amentum anticipates this job requisition will remain open for at least three days, with a closing date no earlier than three days after the original posting. This timeline may change based on business needs.
Amentum is proud to be an Equal Opportunity Employer. Our hiring practices provide equal opportunity for employment without regard to race, sex, sexual orientation, pregnancy (including pregnancy, childbirth, breastfeeding, or medical conditions related to pregnancy, childbirth, or breastfeeding), age, ancestry, United States military or veteran status, color, religion, creed, marital or domestic partner status, medical condition, genetic information, national origin, citizenship status, low-income status, or mental or physical disability so long as the essential functions of the job can be performed with or without reasonable accommodation, or any other protected category under federal, state, or local law. Learn more about your rights under Federal laws and supplemental language at Labor Laws Posters.