Veterans Disability On-Call Attorney

About the role

The Veterans Disability On-Call Attorney serves as the primary legal resource for client communication within the Veterans Disability practice. This role focuses exclusively on communicating with Veterans by phone and email.

Responsibilities

• Answer inbound phone calls from Veterans with legal questions about their cases.
• Return outbound phone calls promptly.
• Respond to client emails and other attorney-level communications.
• Explain VA claims and appeals processes in a clear, professional, and compassionate manner.
• Address client concerns and help resolve issues before they escalate.
• Deliver difficult news with empathy and professionalism.
• Build trust while setting realistic expectations.
• Document client communications accurately within the firm’s case management system.
• Escalate issues requiring additional legal review or operational support when appropriate.

Client Service

• Provide a consistent, high-quality experience for every Veteran.
• Maintain professionalism during difficult or emotionally charged conversations.
• De-escalate frustrated or upset clients.
• Work collaboratively with Client Experience and attorneys to ensure client questions are resolved efficiently.
• Help improve client satisfaction through proactive communication.

Qualifications

• Juris Doctor (J.D.) from an accredited law school.
• Active license to practice law in at least one U.S. jurisdiction.
• Excellent verbal communication skills.
• Strong interpersonal and active listening skills.
• Ability to explain complex legal concepts in plain language.
• Professional judgment and emotional intelligence.
• Ability to manage a high volume of phone calls and emails.
• Strong organizational and documentation skills.
• Ability to work independently in a remote environment.