Escalation Tier II Support Specialist

This role involves managing complex, sensitive, and high-risk member cases through phone and email, requiring strong communication skills and emotional intelligence to de-escalate challenging situations. The specialist will serve as a higher-level escalation point, providing guidance to Tier I representatives and collaborating with internal partners to resolve disputes and reputation-sensitive concerns. The position requires sound judgment and the ability to handle nuanced conversations involving legal, medical, or financial considerations.