Retention and Escalations Expert
Core
Resolve critical, serious, or sensitive consumer concerns by taking full ownership of escalated cases across multiple channels and referring valid claims to third-party insurers.
Role type
Senior IC retention and escalations specialist
Builds
Resolved high-stakes customer issues and processed insurance claim referrals
Domain
Customer support / Insurance claims
Deliverable
client delivery
Required skills
Empathetic communication, case ownership, risk identification, end-to-end case management, third-party insurer coordination, cross-team collaboration
Preferred skills
Experience in high-stakes support environments
Technologies
N/A
Responsibilities
Provide timely and accurate support for critical consumer concerns; manage escalated cases from calls, chats, social media, and offline reports; identify key issues and risks; ensure consumers feel heard and supported; manage cases end-to-end with attention to detail; refer valid claims to 3rd Party Insurers with accurate documentation; collaborate across teams to resolve issues swiftly.
Seniority
Mid-level, hands-on IC
