Escalations Specialist

21 hours ago

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Description

• The Escalations Specialist is responsible for managing high-stakes client issues, including processing escalated claims, handling contract refund exceptions, and ensuring that signed settlement agreements are properly executed. • Key Responsibilities: • Signed Settlement Agreements: Manage and ensure the execution of settlement agreements with clients, walking them through the process and securing necessary signatures. • Contract Refund Exceptions: Evaluate and process refund requests that fall outside standard contract terms, making decisions based on the company's guidelines and client history. • Escalated Claims: Handle claims that have been escalated beyond the Client Care Advocate, ensuring thorough investigation and resolution. • BBB/TP Negative Reviews: Actively work to address and remove negative reviews from the Better Business Bureau (BBB) and third-party (TP) platforms, coordinating with legal and public relations teams as needed. • Process Refunds: Manage and process refunds, ensuring that they are completed accurately and in a timely manner.

Requirements

• Experience and/or passion in health & wellness can be a plus. • Experience in handling escalated issues and conflict resolution. • Proficient in CRM software and ticketing systems.