Escalation Support Specialist

TEKsystems•Austin, TX

3d•Remote

About The Position

The Senior Member Support Representative serves as a Tier II escalation resource within the Member Experience team, resolving complex member service issues and coordinating resolutions with internal teams and external benefit vendors. This role requires advanced call center expertise, sound judgment, and the ability to manage high-emotion interactions professionally. The position also acts as a subject matter expert, supporting team training, mentoring, process improvement efforts, and operational support as needed.

Requirements

3+ years of experience in a call center or contact center environment
2+ years of experience in a healthcare or health insurance contact center
Proven experience handling escalated or complex customer/member issues
Strong de-escalation, problem-solving, and critical-thinking skills
Excellent verbal and written communication skills
Proficiency with contact center systems and Microsoft Office (Excel, PowerPoint)
Strong organization, time management, and attention to detail
Ability to work independently in a fast-paced, changing environment
Must reside in Texas

Nice To Haves

Bachelor’s degree in business, insurance, or a related field
Experience supporting benefits administration or eligibility (including Section 125)
Bilingual proficiency in Spanish and English

Responsibilities

Handle escalated and complex member inquiries, including advanced benefit questions
De-escalate sensitive situations and ensure timely, accurate resolution
Partner with third-party administrators and vendors to resolve service issues
Identify trends, root causes, and process improvement opportunities
Serve as a Tier II resource for internal teams
Assist with training, coaching, documentation, and team support activities
Support daily operations or queue management in leadership’s absence when needed