Litigation Support Specialist

Job Description

NeoWork is seeking a Litigation Support Specialist to join the team supporting a US-based law firm's Mass Tort litigation practice. In this role, you will be responsible for high-volume outbound contact to collect missing case information from clients and relevant parties, ensuring cases move forward efficiently and accurately.

You will work from structured case lists, following defined scripts and workflows to reach out to clients, many of whom are elderly, with professionalism, patience, and clarity. This is a process-driven, performance-managed role where accuracy, consistency, and communication quality are paramount.

If you thrive in structured environments, take pride in clear communication, and are comfortable working toward daily outreach targets, this role is a strong fit.

Responsibilities

• Conduct high-volume outbound calls to clients and relevant parties to collect missing case information
• Communicate clearly and professionally, with particular sensitivity toward elderly English-speaking individuals
• Follow structured workflows, scripts, and outreach processes consistently across all assigned cases
• Accurately capture and log all collected information in the firm's case management systems
• Ensure timely completion of assigned case lists and daily outreach targets
• Maintain high levels of productivity, accuracy, and consistency throughout the workday
• Coordinate with supervisors and internal teams to flag delays, escalate complex cases, or surface missing documentation
• Adhere to KPIs and performance standards as defined by the Operations Manager and Supervisor

Requirements

• Excellent spoken English with high clarity — critical given the elderly client base
• Strong interpersonal communication skills, particularly with older individuals who may be hard of hearing
• Ability to handle high-volume outbound activity in a structured, consistent manner
• Strong process adherence and attention to detail
• Comfortable working in a KPI-driven, performance-managed environment
• Ability to work efficiently under time pressure while maintaining accuracy
• Prior experience in legal support, insurance, healthcare intake, or regulated contact center environments preferred
• Spanish fluency is a plus for Colombia-based candidates; not required

Preferred tools & system

• Case management or CRM platforms (e.g., FileVine, Salesforce, Clio, or similar)
• VoIP or dialers used in contact center environments (e.g., RingCentral, Aircall, Five9)
• Google Workspace or Microsoft Office for documentation and communication
• Task tracking tools (e.g., Asana, ClickUp, Monday.com)

Benefits

• This is a 100% home-based position.
• We offer health insurance for contractors.
• Holiday Extra Pay.
• The work hours generally align with standard business hours in the US, with some potential flexibility depending on the client's needs.
• We prioritize the mental health of our team members and offer mental health days to support their well-being.
• In addition to the base salary, performance-based incentives are provided.
• There is an annual review and appraisal process in place.

• There are ample opportunities for professional growth and advancement within the compan