Escalations Analyst

Adecco is assisting a local client in their search for an Escalations Analyst. This role is a contract role. If you meet the qualifications below, please apply!

Type:   Fulltime (40 hours / week) contract
Start Date: 3/2/2020
End Date: 3/3/2021
Pay:  24.00 / HR
Shift/Hours: Monday – Friday, 9A – 5:30P

Position Summary:
The Escalations Analyst will have a solid understanding of legal documents such as court orders and settlement agreements and assist in the development of improved processes and best practices for appropriately resolving and reducing escalations from the Contact Center and Claims Services departments. Escalations [claimant inquiries] require research and frequent problem-solving, providing responses that are both thorough and clear.


  • Provide timely and accurate responses to current and past-due escalations, demonstrating a sense of urgency.
  • Assist in developing FAQs and identifying deficiencies and other opportunities to reduce escalations.
  • Operating Standards – Participate in the development and implementation of a set of standards by which all escalation staff operate to create a culture that demonstrates similar level of service regardless of the project work assigned.
  • Research & Communication – Research complex claim inquiries and process issues while appropriately communicating findings with project teams, claimants, and/or other operational departments.
  • This position is responsible for fostering a team environment and building cooperation between client services and other departments to provide the highest quality service standards.
  • Respond directly to actual callers/claimants, as needed.

Job Qualifications and Requirements:

  • Minimum of 1 year of experience as a Customer Service Coordinator, high volume Administrative Assistant or closely related position.
  • Excellent verbal and written communication skills with a professional, calm demeanor.
  • Critical thinking skills and the ability to efficiently gather and process information in a fast paced environment are required.
  • Experience with MS Office Suite, specifically Word, Excel, and Outlook.
  • A self-starter: someone who is able to work well on own without close supervision.
  • High attention to detail.
  • Strong understanding of legal documents such as court orders and settlement agreements preferred.


Why work for Adecco?

  • Weekly pay
  • 401(k) Plan
  • Skills Training
  • Excellent medical, dental, and vision benefits


IMPORTANT: This Escalations Analyst job is being recruited for by Adecco’s National Recruitment Center, not your local Adecco Branch Office. To be considered for this position, you must use the “Apply with Adecco” button to submit your resume.

The Adecco Group is a global leader in HR services.  Our group connects over 700,000 associates with our business clients each day through our 6,600 offices in over 70 countries and territories around the world.  We offer employment opportunities at any stage in your professional career.  Contact us today to discuss available contract and direct hire positions.  Adecco Group provides one of the most comprehensive benefits packages in the industry to contract workers to include Holiday, 401(k), Insurance Benefit Plans.


Equal Opportunity Employer Minorities/Women/Veterans/Disabled

Adecco will consider qualified applicants with arrest and conviction records for employment


  • Apply with Adecco

Reference number US_EN_99_022862_1235675