Remote Escalations Specialist - Refunds & Member Experience

One Pass Solutions; Eden Prairie (MN); Hybrid; USD 60,000 - 78,000; Full time

Benefits offered by this job

Hybrid work environment

Remote work eligible in multiple US-州

Job summary

One Pass Solutions is seeking an Escalations Specialist in Minnesota to manage and resolve high-priority member cases, with a focus on refunds and policy application. You will work with customer service, partners, and management to ensure timely, empathetic resolutions and protect the member experience.

The role emphasizes data-driven analysis, collaboration with cross-functional teams, and the use of AI-assisted tools for drafting communications and documentation.

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 partnership/network access, technology issues, refund-related concerns, and other high‑priority or complex member issues.
• Investigate and analyze the root causes of escalated issues, providing tailored solutions to ensure member satisfaction and loyalty.
• Collaborate with other teams and external vendors/partners to resolve issues and improve member experiences.
• Serve as the team’s subject matter expert for refund policy, applying established guidelines consistently across member cases, making recommendations in accordance with established policies and business guidelines.
• Review and investigate complex refund requests and exception cases, making recommendations in accordance with established policies and business guidelines.
• Conduct audits of refund cases and refund‑related processes to ensure accuracy, policy compliance, consistency, and adherence to operational standards.
• Monitor, analyze, and report on refund trends, approvals, denials, and exception requests, flagging opportunities for process.
• Share insights and trends from escalated cases and refund analyses with relevant teams to drive continuous improvement and prevent recurring issues.
• Identify opportunities to streamline processes and improve case resolution times.
• Contribute to the development and maintenance of best practices, guidelines, and documentation for handling complex member cases and refund‑related processes.

Skills

Escalations management

CRM systems

Communication skills

Analytical skills

Time management

Problem solving

Written communication

Organizational skills

AI-assisted drafting

Education

Bachelor's degree

Tools

Salesforce

Case management software

Job description

One Pass Solutions is seeking an Escalations Specialist in Minnesota to manage and resolve high-priority member cases, with a focus on refunds and policy application. You will work with customer service, partners, and management to ensure timely, empathetic resolutions and protect the member experience.

The role emphasizes data-driven analysis, collaboration with cross-functional teams, and the use of AI-assisted tools for drafting communications and documentation.