RJM ยท 19 hours ago
Member Escalations and Resolutions Analyst - Hybrid - Washington, DC
Washington, DC
Full-time
Hybrid
Entry, Mid Level
$31/hr - $31/hr
2+ years expRJM Technologies, Inc. is a major membership-based organization advocating for older adults, and they are seeking a Member Escalations and Resolutions Analyst for a 12-month contract position. The role involves managing complex escalated inquiries, resolving sensitive cases, and advocating for members while ensuring a high-touch experience.
AdvertisingBrand MarketingSEOWeb Development
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
Qualification
Required
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
Company
RJM
RJM provides web development, SEO, brand marketing and advertising services.
2-10 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase