Claimant Engagement & Retention Specialist

About the role

Tort Experts is a legal case acquisition marketing company that connects injured individuals with law firms. The Claimant Engagement & Retention Specialist re-engages non-responsive claimants by phone, SMS and email, and warm-transfers them to the Medical Review team or the partner law firm so their claims keep moving. The position is remote, 9am-5pm ET.

Key responsibilities

• Outbound calling: work the non-responsive claimant list daily, verify identity and contact details, and explain why the team is reaching out.
• Warm transfer engaged claimants to the Medical Review team or the law firm, briefing the receiving party before handing off.
• Follow the call cadence and attempt rules, log every attempt, outcome and disposition in the CRM, and schedule callbacks when a claimant cannot talk now.
• SMS and email outreach: send approved templates to claimants who do not pick up, personalize within compliance guidelines and track delivery and responses.
• Inbound replies: monitor and answer promptly, answer basic questions, book a call or route the claimant to the right team, and escalate legal or medical questions.
• Retention: handle claimants who want to stop their claim, explain the process and timeline honestly, document withdrawal reasons and outcomes, and respect a final decision to withdraw.
• Returns tracking: track returned documents and forms, update case status in the CRM and follow up on missing or incomplete returns.
• Keep CRM notes accurate, protect claimant PII and medical information, and flag recurring issues to the team lead.

Required profile

• High school diploma or equivalent.
• 1+ year in a call center, outbound sales, customer service or intake role.
• Comfortable making 80-150+ outbound calls per day.
• Preferred: experience in mass tort, personal injury, legal intake or healthcare, retention/collections or save-desk work, and bilingual English/Spanish.

Required skills

• Basic computer skills: Salesforce, Retool, Slack, Google Suite.
• Reliable internet and a quiet workspace if remote.
• Preferred: Salesforce or similar CRM experience.

What we offer

• Uncapped quarterly profit-sharing bonuses based on company performance.
• Company-paid health, dental and vision insurance for US-based employees, plus a 401(k) with full company match up to 6% of salary.
• Flexible spending account contribution of $500 from the company.
• Unlimited paid time off, Wellhub wellness benefit and a work-from-home equipment budget.
• Forever remote work environment.