Escalations & Refunds Specialist

One Pass Solutions; Eden (MN); Hybrid; USD 60,000 - 85,000; Full time

Job summary

One Pass Solutions, Inc. is seeking an Escalations Specialist to manage complex member cases, including refunds, ensuring a seamless and positive experience for our members.

You will partner with customer service, other teams, and external vendors to investigate root causes, apply refund policies, and report refund trends to drive improvements across the organization. The role requires strong communication, CRM experience (Salesforce preferred), and the ability to prioritize multiple escalations

Qualifications

• 3+ years in escalations management, customer service, or a related role.
• Proven experience managing complex cases and delivering resolutions in a timely and empathetic manner.
• Demonstrated experience using CRM systems, with Salesforce strongly preferred.
• Strong communication and interpersonal skills, with the ability to manage difficult situations with professionalism and empathy.
• Excellent problem-solving skills with a focus on resolution and member satisfaction.
• Strong analytical skills, with the ability to identify patterns across cases and translate them into practical recommendations.
• Strong time management and prioritization skills, with the ability to work effectively under pressure and handle multiple escalations at once.
• Sound judgment in knowing when to independently resolve an issue versus escalating to internal management.
• Excellent written communication skills, with the ability to craft clear, empathetic, member-facing responses.
• Strong organizational skills and attention to detail, with the ability to document and track issues accurately.
• Comfortable learning and working across multiple digital tools and platforms, including AI-assisted tools to support drafting communications and documentation efficiently.

Responsibilities

• Manage and resolve escalated member cases, including refunds and high-priority issues.
• Investigate root causes and provide tailored solutions to ensure satisfaction.
• Collaborate with internal teams and partners to resolve issues.
• Audit refund cases and procedures for accuracy and policy compliance.
• Monitor refund trends and report insights to drive improvements.
• Share insights and trends with relevant teams to drive continuous improvement.
• Identify opportunities to streamline processes and improve case resolution times.
• Contribute to development and maintenance of best practices and documentation.

Skills

Communication skills

Analytical thinking

Time management

Problem solving

Empathy

Organizational skills

Multitasking

Attention to detail

Education

Bachelor's degree in business, communication, or related field

Tools

Salesforce

CRM software

Job description

One Pass Solutions, Inc. is seeking an Escalations Specialist to manage complex member cases, including refunds, ensuring a seamless and positive experience for our members.

You will partner with customer service, other teams, and external vendors to investigate root causes, apply refund policies, and report refund trends to drive improvements across the organization. The role requires strong communication, CRM experience (Salesforce preferred), and the ability to prioritize multiple escalations