Customer Escalations Analyst
Blue Cross NC
full-time
Posted on:
Location Type: Remote
Location: North Carolina • United States
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Salary
💰 $50,337 - $80,539 per year
About the role
- Provides oversight and leadership to customer satisfaction outreach and fulfillment programs.
- Coordinates responses to all customer complaints escalated to senior leadership.
- Collects and analyzes data from satisfaction programs and develops recommendations.
- Manages small, customer-focused initiatives to improve customer satisfaction.
- Participates in various project initiatives to represent the voice of the customer.
- Coordinates activities, communication, response, reporting, and follow-up for escalations.
- Performs root-cause analysis for escalated cases using lean six sigma tools.
- Maintains administration of Customer Satisfaction database, ensuring data is credible.
- Communicates with customers, assesses satisfaction, and provides updates.
- Evaluates escalation data and identifies root causes of dissatisfaction.
- Manages initiatives to improve satisfaction and member experience.
Requirements
- Bachelor's degree or advanced degree (where required)
- 3+ years of experience in related field
- In lieu of degree, 5+ years of experience in related field
- NC Life and Health Insurance License (or be able to obtain within 60 days of employment).
Benefits
- Annual Incentive Bonus*
- 401(k) with employer match
- Paid Time Off (PTO)
- Competitive health benefits
- Wellness programs
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
data analysisroot-cause analysislean six sigma
Soft Skills
leadershipcustomer satisfactioncommunicationproblem-solving
Certifications
Bachelor's degreeNC Life and Health Insurance License