What are the responsibilities and job description for the Escalation Advocate position at Pyramid Consulting, Inc.?
Immediate need for a talented Escalation Advocate. This is a 03 Months Contract opportunity with long-term potential and is located in Charlotte, NC(Hybrid). Please review the job description below and contact me ASAP if you are interested.
Job ID:26-27064
Pay Range: $25 - $28/hour. Employee benefits include, but are not limited to, health insurance (medical, dental, vision), 401(k) plan, and paid sick leave (depending on work location).
Key Responsibilities:
- Proactively engage at-risk members to reduce escalations and organizational risk; partner with Analysts on process improvements and contact drivers
- Serve as SME across Credit Karma's priority verticals, products, and services
- Own complex, escalated cases requiring deep product knowledge, research, and cross-functional collaboration
- Support members across email, chat/SMS, social, and phone channels
- Advocate for the member voice analyze feedback and data, and surface experience trends to stakeholders
- Present findings to Legal, Compliance, Product, and Trust & Safety
- Maintain and improve knowledgebase and Help Center content
- Partner with vendor teams to support growth and reduce escalation rates
- Mentor peers on escalation triggers and compliance risk
- Work cross-functionally to prioritize contact drivers, feature requests, and documentation needs
Key Requirements and Technology Experience:
- Must Have: SalesForce experience
- 3-5 years of progressive member support experience; financial institution background preferred
- Strong analytical skills with a member-focused, forward-looking approach
- Proactive peer mentor who takes initiative and ownership
- Proven track record resolving complex issues and managing escalations
- Experience with SFDC, JIRA, and reporting tools for support optimization
- Assertive communicator, highly organized, detail-oriented, and action-biased
- Adaptable to a fast-changing environment
Our client is a leading Financial technology Industry and we are currently interviewing to fill this and other similar contract positions. If you are interested in this position, please apply online for immediate consideration.
Pyramid Consulting, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
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Salary : $25 - $28