Escalations Representative Bilingual - Lehi, UT

Primary Services; Lehi (UT); On-site; USD 40,000 - 60,000; Full time

Job summary

A leading energy organization is seeking a Bilingual Escalations Representative in Lehi, Utah. This hybrid role involves managing the claims adjudication process, interpreting contract language, and ensuring timely resolution of claims. Candidates should have a high school diploma (bachelor's preferred) and 2–4 years of relevant experience. Key skills include claims authorization, contract interpretation, and customer communication. The role promises stability and professional growth within a supportive environment.

Qualifications

• 2-4 years of experience in claims authorization or adjudication.
• Experience interpreting contractual terms and conditions.
• Ability to handle high-volume workloads.

Responsibilities

• Respond to claim authorization requests efficiently.
• Analyze eligibility by evaluating service history.
• Capture product failures to support decisions.

Skills

Claims authorization

Contract interpretation

Microsoft Excel

Customer communication

Education

High school diploma or equivalent

Bachelor's degree

Tools

Claims processing systems

Case management platforms

Microsoft Word

Microsoft PowerPoint

Job description

Build your career with Vivint— a Fortune 200 organization powering innovation in smart home technology and energy solutions. This hybrid opportunity in Utah offers the stability of a national enterprise combined with the collaborative, high-growth culture of the Silicon Slopes market. Join a team committed to operational excellence, employee experience, and scalable people processes that directly support business performance across multiple regions.

Bi-lingual Professionals Highly Preferred

Primary Services is excited to announce the Bilingual Escalations Representative role with a large, nationally recognized energy industry organization that serves thousands of customers nationwide and offers structured career progression, operational excellence, and a performance-driven culture. The Bilingual Escalations Representative will play a critical role in the claims adjudication lifecycle by interpreting contract language, validating coverage obligations, and ensuring accurate and timely claim resolution.

Responsibilities

• Respond to a high volume of claim authorization requests professionally and efficiently.
• Analyze claim eligibility by evaluating diagnoses, product details, service history, tenure, and applicable terms and conditions.
• Interpret and apply contract language to determine coverage qualification and liability.
• Capture product failures and document recommendations to support adjudication decisions.
• Process cash settlement offers and contractor dispatch requests in alignment with established guidelines.
• Enforce contractor pricing agreements and ensure cost compliance.
• Communicate claim determinations and coverage outcomes clearly to homeowners.
• Adhere to call center performance standards and quality assurance metrics.
• Execute timely follow-ups to ensure claims progress to resolution.
• Partner with cross-functional departments to support accurate claim closure.
• Provide escalation support and subject matter expertise on complex or sensitive claims.
• Analyze existing coverage and identify opportunities for appropriate add-on plans to maximize customer benefits.

Qualifications

• High school diploma or equivalent required; bachelor’s degree preferred.
• 2–4 years of experience in claims authorization, claims adjudication, insurance operations, or high-volume contact center environments.
• Demonstrated experience interpreting contractual terms and conditions.
• Working knowledge of claims processing systems and case management platforms.
• Proficiency in Microsoft Excel, Word, and PowerPoint.
• Experience handling high-volume workloads within defined service level agreements.
• Familiarity with contractor dispatch coordination and pricing agreement enforcement preferred.
• Experience processing settlements and coverage determinations.
• Background in upselling or cross-selling service plans within regulated environments preferred.

This role offers long-term stability, exposure to complex claims scenarios, and the opportunity to influence customer outcomes within a structured, growth-oriented organization.