Member Escalations and Resolutions Analyst – Hybrid, Washington, DC

Member Escalations and Resolutions Analyst – Hybrid, Washington, DC

Our client, a major membership-based organization advocating for older adults, seeks a Member Escalations and Resolutions Analyst for a 12-month contract position in Washington, DC. The Member Escalations and Resolutions Analyst advocates for members by managing complex and escalated inquiries on behalf of senior leadership. This role resolves sensitive cases, including Better Business Bureau (BBB) and Attorney General (AG) complaints, while delivering a high-touch, member-focused experience. The specialist acts as a bridge between members, leadership, internal teams, and external partners, analyzing trends to drive continuous improvement across products and services.

Responsibilities

• Research, manage, and resolve escalated complaints received from senior leadership, BBB, AG offices, and other external sources.
• Draft well-researched, executive-level correspondence that is clear, member-focused, and aligned with organizational and leadership messaging.
• Serve as a liaison between members, senior leadership, internal departments, and external partners to achieve resolution that exceeds expectations.
• Track, prioritize, and manage multiple escalations simultaneously, ensuring timely resolution.
• Compile and analyze escalation data to identify trends, emerging issues, and opportunities for process improvement.
• Partner with contact center and product teams to provide feedback on systemic issues and enhance member experience.
• Maintain an in-depth understanding of organizational policies, procedures, and service offerings.
• Support continuous improvement initiatives through insights from member interactions and escalated cases.

Qualifications

• Associate’s degree or equivalent experience in customer service, communications, or a related field.
• Minimum of 2 years of experience in customer service, correspondence, or escalation management.
• Exceptional written and verbal communication skills, including experience drafting correspondence for senior leadership.
• Strong analytical and problem-solving skills, with the ability to synthesize data and provide actionable insights.
• Ability to work autonomously while collaborating effectively across teams.
• Proficiency in Microsoft Outlook, Word, Excel, PowerPoint, and internal knowledge management systems.
• Ability to manage multiple priorities, make independent decisions, and thrive in a fast-paced, dynamic environment.
• High attention to detail, professionalism, and sound judgment when handling sensitive or high-visibility issues.