Service Resolution Specialist

Point C is seeking a Service Resolution Specialist (SRS) to join our Customer Service team, supporting the Rapid Response Team and reporting to the Customer Service Director. The SRS is the first dedicated level of service resolution within Customer Service, handling second-level escalations that front-line Customer Service Representatives cannot resolve. The SRS investigates and resolves routine and standard client and member issues quickly and accurately and escalates more technically complex matters to an Employer Service Representative. Over time, the SRS is intended to serve as the direct initial point of contact for clients on standard items.

Primary Responsibilities:

• Resolve second-level escalations beyond first-line CSR capability across claims, eligibility, benefits, and billing inquiries
• Investigate issues thoroughly, document findings, and record all activity in the centralized escalation tracker
• Determine root cause where possible; when the issue is an education matter, work directly with the member to provide education
• Assist in escalated call audits and tracking currently being done by the Customer Service Director
• Escalate to an ESR when an issue is technically complex or requires deeper expertise, providing a clear and documented handoff
• Take approved immediate actions within authority and route “send-on” items to the appropriate team
• Meet acknowledgment, response, and resolution SLAs based on issue severity
• Coordinate all client-facing responses through Account Management and the RRT; avoid conflicting or untracked communication
• Flag recurring issues and emerging patterns to the RRT to support trend identification and root cause analysis

Qualifications:

• High school diploma or GED required; associate or bachelor's degree preferred
• 2+ years of experience in health benefits customer service, claims, or member services
• Working knowledge of claims processing, eligibility, and benefit structures
• Proficiency with CRM/ticketing systems (e.g., Zendesk ) and standard office software
• Strong written and verbal communication skills with a customer-service orientation
• Experience in a third-party administrator (TPA), health plan, or PBM environment is a plus
• Familiarity with medical coding and billing fundamentals is a plus
• Prior escalation, second-level, or issue-resolution support experience is a plus

Individual compensation will be commensurate with the candidate's experience and qualifications. Certain roles may be eligible for additional compensation, including bonuses, and merit increases. Additionally, certain roles have the opportunity to receive sales commissions that are based on the terms of the sales commission plan applicable to the role.

Benefits:

• Comprehensive medical, dental, vision, and life insurance coverage
• 401(k) retirement plan with employer match
• Health Savings Account (HSA) & Flexible Spending Accounts (FSAs)
• Paid time off (PTO) and disability leave
• Employee Assistance Program (EAP)