About Pompa Program:

Are you ready to join a highly motivated and rapidly growing team that is passionate about helping people with their health? Look no further than the Pompa Program! Headquartered in Park City, UT and over 400 team members nationwide, we have an answer to many of the health issues that the world is facing today. We are a faith-based, mission-driven company who is on a mission to empower people to take control of their health and get their lives back. Our team is incredibly aligned, and we firmly believe in the body's amazing God-given ability to heal itself. If you share our passion for improving people's health and believe in the incredible potential of the human body, then apply to be a part of something truly special.

About the role:

Escalations Specialist

Position Overview: The Escalations Specialist is responsible for managing high-stakes client issues, including processing escalated claims, handling contract refund exceptions, and ensuring that signed settlement agreements are properly executed. This role also involves addressing and resolving BBB/TP negative reviews and processing refunds in alignment with company policies.

Key Responsibilities:

Signed Settlement Agreements: Manage and ensure the execution of settlement agreements with clients, walking them through the process and securing necessary signatures.
Contract Refund Exceptions: Evaluate and process refund requests that fall outside standard contract terms, making decisions based on the company's guidelines and client history.
Escalated Claims: Handle claims that have been escalated beyond the Client Care Advocate, ensuring thorough investigation and resolution.
BBB/TP Negative Reviews: Actively work to address and remove negative reviews from the Better Business Bureau (BBB) and third-party (TP) platforms, coordinating with legal and public relations teams as needed.
Process Refunds: Manage and process refunds, ensuring that they are completed accurately and in a timely manner.

Preferred Qualifications:

Experience and/or passion in health & wellness can be a plus.
Experience in handling escalated issues and conflict resolution.
Proficient in CRM software and ticketing systems

Compensation Range:
$60k - 80k Salary

We are a rapidly growing company with a passionate team dedicated to making a difference in people's lives. If you are looking for a new challenge and an opportunity to make a difference, we encourage you to apply.

Currently we are only open to remote employees residing in the following states: AZ, CA, CO, FL, GA, IN, MA, NJ, NV, NY, OH, OR, PA, SC, SD, TX, TN, UT, VA, WA

Pompa Program is an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Any information you submit to Pompa Program as part of your application will be processed in accordance with the Company’s privacy policy and applicable law.

All Pompa Program interviews are done over video or over the phone. You will never be asked to download Teams or interviewed by text.

Pompa Program does not accept unsolicited resumes from employment agencies.

Scorecard: Escalations Specialist

Settlement Agreements Completed: Target 100% of agreements signed and processed within 5 business days.
Contract Refund Exceptions Processed: Target 90%+ of refund exceptions reviewed and resolved within SLA (Service Level Agreement).
Escalated Claims Resolved: Target 95%+ resolution rate for escalated claims.
BBB/TP Negative Reviews Removed: Target 80%+ success rate in removing or resolving negative reviews.
Refunds Processed: Target 98%+ accuracy in processing refunds within company timelines.