On-Call Attorney – Veterans Disability

Role Overview

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

Requirements

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

Benefits

• Opportunities for performance-based incentives tied to responsiveness, client experience, productivity, and quality.
• Significant autonomy while remaining consistently available to clients.
• Opportunity to make a meaningful impact on the lives of Veterans every day.