Veterans Disability On-Call Attorney

Overview

This role involves providing timely legal guidance and support to Veterans throughout the appeals process. The primary focus is on delivering compassionate, accurate communication that builds trust and improves the client experience. The position is fully remote and requires availability by phone during scheduled work hours.

Responsibilities

Client Communication

• 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 clearly and compassionately.
• Address client concerns and help resolve issues before escalation.
• Deliver difficult news with empathy and professionalism.
• Build trust while setting realistic expectations.
• Document client communications accurately within the case management system.
• Escalate issues requiring additional legal review or operational support as 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.
• Collaborate with Client Experience teams and attorneys to resolve client questions efficiently.
• Help improve client satisfaction through proactive communication.

Quality & Productivity

• Handle a high volume of inbound and outbound client communications daily.
• Remain available by phone during scheduled work hours (8:00 AM – 5:00 PM Central Time).
• Respond promptly to client communications.
• Meet productivity and quality expectations while maintaining exceptional client service.
• Maintain accurate documentation of every client interaction.

Qualifications

Required

• 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.

Preferred

• Experience with Veterans Disability law or administrative law.
• Experience in a client-facing legal role.
• Experience handling high-volume client communications.
• Experience de-escalating difficult conversations.
• Military service or familiarity with military culture.

Compensation & Benefits

• Opportunities for performance-based incentives tied to responsiveness, client experience, productivity, and quality.
• Fully remote work environment.
• Autonomy with consistent availability to clients.
• Opportunity to make a meaningful impact on the lives of Veterans.

Work Environment

• High-volume phone and email environment.
• Fast-paced, client-focused workday.
• Expected availability from 8:00 AM – 5:00 PM Central Time.
• Performance-driven culture.

Location

• Remote position with required availability during Central Time business hours.

Equal Opportunity

The employer is an equal opportunity employer committed to providing a supportive and inclusive work environment.