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Escalation Advocate Jobs (NOW HIRING)

HealthCheck360

Member Services Advocate

Dubuque, IA · On-site

In this role, you will guide individuals through complex coverage scenarios, resolve escalated ... facing advocacy role. Full-Time Benefits - Most benefits start day 1 * Medical, Dental, Vision ...

HealthCheck360

Member Services Advocate

Dubuque, IA · On-site

In this role, you will guide individuals through complex coverage scenarios, resolve escalated ... facing advocacy role. Full-Time Benefits - Most benefits start day 1 * Medical, Dental, Vision ...

HealthCheck360

Member Services Advocate

Asbury, IA · On-site

In this role, you will guide individuals through complex coverage scenarios, resolve escalated ... facing advocacy role. Full-Time Benefits - Most benefits start day 1 * Medical, Dental, Vision ...

New Jersey Resources

Customer Advocate

Neptune City, NJ · On-site

$50K - $67K/yr

Customer Advocate Step into a future fueled by innovation, sustainability and purpose. At our ... Receive, review, code, and assign escalated customer complaints from the New Jersey Board of Public ...

NJR Service Corporation

Customer Advocate

Belmar, NJ · On-site

$50K - $67K/yr

The Customer Advocate is responsible for investigating and coordinating the timely resolution of ... Receive, review, code, and assign escalated customer complaints from the New Jersey Board of Public ...

New

New Jersey Resources Corporation

Customer Advocate

Wall, NJ · Hybrid

$50K - $67K/yr

The Customer Advocate is responsible for investigating and coordinating the timely resolution of ... Receive, review, code, and assign escalated customer complaints from the New Jersey Board of Public ...

New Jersey Resources

Customer Advocate

Belmar, NJ · On-site

$50K - $67K/yr

The Customer Advocate is responsible for investigating and coordinating the timely resolution of ... Receive, review, code, and assign escalated customer complaints from the New Jersey Board of Public ...

njr

Customer Advocate

Wall, NJ · Hybrid

$50K - $67K/yr

The Customer Advocate is responsible for investigating and coordinating the timely resolution of ... Receive, review, code, and assign escalated customer complaints from the New Jersey Board of Public ...

Aiwyn

Customer Escalation Manager

Serve as a trusted advocate for customers during escalations, preserving customer satisfaction while balancing internal priorities. * Partner closely with Support Agents, Technical Support Engineers ...

WelbeHealth

Advocate Supervisor

Los Angeles, CA · Remote

The Advocate Hub Supervisor focuses on oversight of daily operations of their assigned functional ... Provide support to the team, including the handling and resolving of urgent escalations with a high ...

njr

Customer Advocate

Wall, NJ · Hybrid

$50K - $67K/yr

The Customer Advocate is responsible for investigating and coordinating the timely resolution of ... Receive, review, code, and assign escalated customer complaints from the New Jersey Board of Public ...

New Jersey Resources

Customer Advocate

Wall, NJ · On-site

$50K - $67K/yr

The Customer Advocate is responsible for investigating and coordinating the timely resolution of ... Receive, review, code, and assign escalated customer complaints from the New Jersey Board of Public ...

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Escalation Advocate information

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How much do escalation advocate jobs pay per hour?

As of Aug 9, 2026, the average hourly pay for escalation advocate in the United States is $21.66, according to ZipRecruiter salary data. Most workers in this role earn between $17.07 and $25.72 per hour, depending on experience, location, and employer.

How does an escalation advocate typically interact with cross-functional teams to resolve complex customer issues?

As an Escalation Advocate, you'll frequently collaborate with departments such as technical support, product management, and engineering to resolve customer concerns that surpass standard support protocols. This role involves gathering detailed information from customers, coordinating with internal experts to analyze root causes, and ensuring timely, transparent communication throughout the resolution process. Effective teamwork and strong communication skills are essential, as you'll often act as the bridge between the customer and internal stakeholders to achieve satisfactory outcomes.

What is an escalation advocate?

Escalation Advocates are professionals who handle complex customer issues that cannot be resolved through standard support channels. They act as a bridge between the customer and higher-level support or management, ensuring that urgent or sensitive problems receive prompt attention. Escalation Advocates investigate the root cause of issues, coordinate with various departments, and communicate solutions to the customer. Their goal is to resolve concerns efficiently, maintain customer satisfaction, and prevent future escalations.

What skills and qualifications are needed to thrive as an escalation advocate?

To thrive as an Escalation Advocate, you need strong problem-solving abilities, customer service experience, and a solid understanding of company products or services, often supported by a relevant degree or training. Familiarity with CRM platforms like Salesforce or Zendesk and proficiency in ticketing systems are typically required. Excellent communication, patience, and conflict resolution skills help you manage difficult situations and maintain positive client relationships. These competencies are essential for efficiently resolving complex customer issues and ensuring high satisfaction and retention rates.
More about Escalation Advocate jobs
What job categories do people searching Escalation Advocate jobs look for? The top searched job categories for Escalation Advocate jobs are:
Escalation Advocate jobs near you
Infographic showing various Escalation Advocate job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 74% Full Time, 14% Part Time, and 11% Contract. Highlights an 95% Physical, 1% Hybrid, and 4% Remote job distribution, with an average salary of $45,058 per year, or $21.7 per hour.

Customer Advocacy Lead - Executive Office Escalations

First American Financial Corporation

Fort Mill, SC • On-site, Remote

$73K - $98K/yr

Full-time

Medical, Dental, Vision, Retirement, PTO

Re-posted 11 days ago

Job description

Who We Are
ServiceMac is a new sub-servicing entity backed by some of the leading practitioners of the mortgage servicing industry. ServiceMac is focused on providing superior technology, products, and services for the mortgage and real estate industries backed by highly personalized service and support. Through continuous innovation and acquisition, our offerings comprise of personalized solutions that span the mortgage continuum and enhance security, compliance, customer satisfaction, and profitability. Our inclusive, people-first culture has earned our company numerous accolades, including being named to the Fortune 100 Best Companies to Work For® list for eleven consecutive years. We have also earned awards as a best place to work for women, diversity and LGBTQ+ employees, and have been included on more than 50 regional best places to work lists. First American will always strive to be a great place to work, for all.
What We Do
Position Summary
The Customer Advocacy Lead serves as a high-level support resource within Customer Advocacy, responsible for managing highly escalated and sensitive cases, supporting case owners with advanced research, regulatory/high risk exposure complaints and overseeing key public-facing administrative channels. This role enhances case quality, strengthens regulatory defensibility, and supports team development through coaching and mitigating risk. The position partners closely with Business Units to identify process gaps and drive continuous improvement.
Key Responsibilities
Escalation & Case Support
  • Serve as the primary support for highly escalated, complex, or reputational-risk cases.
  • Support case owners by conducting deep-dive research, gathering documentation, and coordinating with Legal, Compliance, and Servicing business partners.
  • Provide recommendations on risk posture, remediation options, and communication strategy.
  • Ensure responses meet regulatory, investor, and internal quality standards.

Public-Facing Channel Oversight
  • Manage the BBB portal, including intake, assignment, tracking, public portal responses and quality review.
  • Monitor and triage Google/social media reviews, escalating reputational-risk items as needed.
  • Maintain reporting and trend analysis for public-facing channels.

Coaching & Team Development (Non-Supervisory)
  • Provide coaching and feedback to team members on case quality, documentation, tone, and regulatory defensibility.
  • Conduct quality reviews of high-risk or complex cases.
  • Maintain and update templates, job aids, and communication standards.

Process Improvement & Cross-Functional Partnership
  • Identify recurring issues, process gaps, and cross-functional bottlenecks.
  • Partner with Business Units to recommend and implement workflow improvements.
  • Provide insights and trend analysis to leadership to support strategic decision-making.

Qualifications
  • 8+ years of experience in mortgage servicing.
  • 8+ years of experience in a variety of additional verticals including, but not limited to: customer advocacy, escalations, complaints, investor/insurer guidelines, and/or similar.
  • Strong familiarity with CFPB - Reg X requirements.
  • Strong analytical and investigative skills with the ability to navigate complex cases.
  • Exceptional written communication skills with a focus on clarity, defensibility, and customer experience.
  • Ability to influence without authority and collaborate across departments.
  • High attention to detail and strong organizational skills.
  • Experience handling regulatory, legal, or executive-level escalations preferred.

Competencies
  • Critical Thinking & Problem Solving
  • Risk Awareness & Regulatory Sensitivity
  • Communication Excellence
  • Collaboration & Cross-Functional Partnership
  • Coaching & Mentorship
  • Process Improvement Mindset
  • Professionalism & Emotional Intelligence

Pay Range: $73,900.00 - $98,500.00 Annually
This hiring range is a reasonable estimate of the base pay range for this position at the time of posting. Pay is based on a number of factors which may include job-related knowledge, skills, experience, business requirements and geographic location.
What We Offer
By choice, we don't simply accept individuality - we embrace it, we support it, and we thrive on it! Our People First culture is inclusive for all employees - not just because it's the right thing to do, but because it's the key to our success. We are proud to foster an authentic and inclusive workplace For All. You are free and encouraged to bring your entire, unique self to work. First American is an equal opportunity employer in every sense of the term.
Based on eligibility, First American offers a comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave and other great benefits like an employee stock purchase plan.

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