About the job
Note: This position is exclusively available to current ABC employees.
About ABC Legal Services:
As a pioneering leader in service of process, ABC Legal Services has a proud history spanning over 30 years. With a dynamic team of over 1,000 professionals, we are strategically located in major cities across the United States, including Los Angeles, Oklahoma City, Phoenix, Brooklyn, Chicago, and Washington DC, with our headquarters in Seattle. We are dedicated to enhancing our technological capabilities and business processes, ensuring we stay ahead of our competitors. Our vision includes expanding our tech leadership, integrating less efficient competitors, and exploring new market segments through a cohesive inbound marketing and sales strategy.
Job Overview:
The Digital Exceptions Specialist plays a critical role in identifying and resolving digital workflows that deviate from standard processing. This position focuses on early detection of issues, unblocking stalled tasks, and ensuring that items revert to normal processing flow promptly, thus preventing potential impacts on customers or Service Level Agreements (SLAs). You will gain comprehensive insights into the operations of digital fulfillment and identify areas for improvement within our systems and processes.
Key Responsibilities:
- Monitor alerts, queues, and aging work to detect stalled or at-risk items.
- Identify potential SLA risks early and escalate them according to established thresholds.
- Maintain precise visibility into the status of exceptions and the health of the backlog.
- Classify exceptions using defined taxonomies and workflows.
- Implement prescribed resolution steps, including internal fixes, resubmissions, and follow-ups.
- Collaborate with upstream or downstream teams to facilitate the unblocking of work when necessary.