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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

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 ...

OPTIMIST BOYS HOME & RANCH

Advocate (CSEC)

Palmdale, CA · On-site

$22.50/hr

Provides crisis intervention, de-escalation, and stabilization support in community and residential ... Advocacy Progress Notes * Advocacy Plans * Safety Plans * Surveys and required program ...

Cengage Learning

Student Advisor

Ohio, IL

Customer Advocacy & De-escalation * Advocate for customers by understanding their challenges, addressing concerns thoroughly, and guiding them through next steps. * Maintain consistent ...

BOSTON ARCHITECTURAL COLLEGE

Student Advocate

Boston, MA · On-site

$50K - $52K/yr

Student Advocate POSITION SUMMARY: The Boston Architectural College (BAC) is committed to providing ... Escalated or special consult matters must be reviewed for possible follow-up on a daily basis until ...

BOSTON ARCHITECTURAL COLLEGE

Student Advocate

Boston, MA · On-site

$50K - $52K/yr

Student Advocate POSITION SUMMARY: The Boston Architectural College (BAC) is committed to providing ... Escalated or special consult matters must be reviewed for possible follow-up on a daily basis until ...

FOCUSPOINT

Escalation Analyst

Brentwood, TN · On-site

Escalation Analyst Location: Brentwood, TN Employment Type: Contract Compensation: Based on ... and we advocate for your success throughout the recruitment process. Our team understands ...

Zello Inc

Escalation Engineer

Austin, TX · On-site

You will report to the Product Advocate Manager and work shoulder to shoulder with Engineering ... Owned every Tier-1 enterprise escalation that reached you, each closed with a reproducible ...

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 ...

Bay Area Youth Services

Youth Advocate

Tampa, FL · On-site

$42K/yr

The Youth Advocate will provide academic support, communication strategies, behavioral guidance ... Ability to learn and implement effective de-escalation skills with youth. * Acts as a mentor and ...

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Escalation Advocate information

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How much do escalation advocate jobs pay per hour?

As of Sep 4, 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.

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.

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.
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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, 15% Part Time, and 10% Contract. Highlights an 93% Physical, 2% Hybrid, and 5% 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

Iowa, LA • On-site

$73K - $98K/yr

Full-time

Medical, Dental, Vision, Retirement, PTO

This job post has expired 1 day ago. Applications are no longer accepted.

Job description

Who We AreServiceMac 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 highlevel 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 publicfacing 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 reputationalrisk cases.
  • Support case owners by conducting deepdive 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.

PublicFacing Channel Oversight

  • Manage the BBB portal, including intake, assignment, tracking, public portal responses and quality review.
  • Monitor and triage Google/social media reviews, escalating reputationalrisk items as needed.
  • Maintain reporting and trend analysis for publicfacing channels.

Coaching & Team Development (NonSupervisory)

  • Provide coaching and feedback to team members on case quality, documentation, tone, and regulatory defensibility.
  • Conduct quality reviews of highrisk or complex cases.
  • Maintain and update templates, job aids, and communication standards.

Process Improvement & CrossFunctional Partnership

  • Identify recurring issues, process gaps, and crossfunctional bottlenecks.
  • Partner with Business Units to recommend and implement workflow improvements.
  • Provide insights and trend analysis to leadership to support strategic decisionmaking.

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 executivelevel escalations preferred.

Competencies

  • Critical Thinking & Problem Solving
  • Risk Awareness & Regulatory Sensitivity
  • Communication Excellence
  • Collaboration & CrossFunctional Partnership
  • Coaching & Mentorship
  • Process Improvement Mindset
  • Professionalism & Emotional Intelligence
Pay Range: $73,900.00 - $98,500.00 AnnuallyThis 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 OfferBy 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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