Claimant Engagement & Retention Specialist

At Tort Experts, we are redefining the landscape of performance marketing in the legal sector. Our mission is to democratize access to information for individuals who have been injured, connecting them with law firms that can truly advocate for their rights and achieve successful outcomes. As an innovative, vertically integrated legal case acquisition marketing company, we leverage cutting-edge technology, data-driven insights, and a commitment to transparency to disrupt the status quo.

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.

Location: Remote, 9am-5pm ET

Most of the day is outbound calling; written outreach, inbound replies, retention and returns tracking fill the rest, in that priority order.

• Work the non-responsive claimant list daily, making a high volume of outbound calls.
• Verify identity, confirm 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.
• Schedule callbacks when a claimant can't talk now.

• Send approved SMS and email templates to claimants who don't pick up.
• Personalize messages within compliance guidelines and track delivery and response.

• Monitor and reply promptly to SMS and email from non-responsive claimants.
• Answer basic questions, book a call or route the claimant to the right team.
• Escalate legal or medical questions instead of answering them.

• Handle claimants who say they want to stop their claim: listen, find the reason and address concerns.
• Explain the process, timeline and next steps clearly and honestly, without pressure.
• Document the reason for withdrawal requests and outcomes; escalate to a supervisor or the firm when needed.
• Respect a final decision to withdraw and process it per firm policy.

• Track returned documents, forms and records from claimants.
• Update case status in the CRM and follow up on missing or incomplete returns.

• Keep CRM notes accurate and complete; protect claimant PII and medical information.
• Flag recurring issues (bad numbers, common objections) to the team lead.

• 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 (adjust to your volume).
• Basic computer skills: Salesforce, Retool, Slack, Google Suites.
• Reliable internet and a quiet workspace if remote.

• Experience in mass tort, personal injury, legal intake or healthcare.
• Experience with retention, collections or save-desk work.
• Salesforce or similar CRM experience.
• Bilingual English/Spanish.

Tort Experts provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This applies to all terms and conditions of employment.