Consumer Advocacy Response Team
About The Position
As a member of the Consumer Advocacy Response (CAR) Team, you’ll help members navigate complex concerns that require personalized attention, proactive outreach, and coordination across multiple teams. Your work may include resolving executive complaints, assisting members experiencing ongoing technology-related issues, and intervening when additional support is needed. You’ll serve as a trusted advocate for members, owning each case from initial outreach through final resolution. By listening with empathy, communicating clearly, and identifying the right path forward, you’ll help reduce friction, restore trust, and improve the overall member experience.
Requirements
- 1–3 years of experience in complaint resolution, escalations, member or customer advocacy, or a related customer-service role
- High school diploma or GED equivalent
- Confident verbal and written communicator who can navigate difficult conversations with empathy, professionalism, and clarity
- Able to independently manage complex cases, coordinate repeated follow-ups, and maintain ownership until a resolution is reached
- Able to build effective relationships across teams and can keep multiple partners aligned and moving toward a shared resolution
- Highly detail-oriented and can produce clear, accurate case documentation that meets operational and compliance standards
- Able to build working relationships across teams (Operations, Product, Engineering, Compliance) and drive them toward a resolution on your timeline
- Detail-oriented documentation habits, since case notes need to hold up for compliance review
Responsibilities
- Manage executive complaints and other escalated concerns, ensuring each case receives a timely, thorough, and thoughtful resolution
- Conduct outbound phone outreach to understand member concerns, explain next steps, and deliver personalized support
- Own complex cases from initial contact through resolution, including coordinating follow-ups and providing ongoing status updates
- Partner with Operations, Product, Engineering, Compliance, and other teams to investigate issues, identify root causes, and develop effective solutions
- Maintain accurate and detailed case documentation to support consistent service and compliance requirements
- Identify recurring member concerns and recommend improvements to internal processes, tools, and the overall member experience
Benefits
- Medical, dental and vision plans for employees and their families
- 401(k) match
- Health and wellness programs
- Flexible time off policies for salaried employees
- Up to 16 weeks paid parental leave
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
