Escalation Researcher (Internal)
We’re looking for a sharp, detail-oriented Escalation Researcher to join our Client Success team. In this role, you’ll investigate complex client concerns within our debt settlement program, reviewing accounts, communications, and documentation to uncover the full story behind each escalation. You’ll analyze data, identify root causes, and prepare clear, evidence-based reports that guide leadership in making informed decisions. This position calls for someone with strong analytical and writing skills, excellent attention to detail, and the ability to stay composed under tight deadlines. If you’re someone who thrives on problem-solving, takes pride in accuracy, and enjoys turning complex information into actionable insights, this is an opportunity to make a meaningful impact on both our clients and our operations.
About Us:
At Alleviate Financial Solutions, we’re transforming lives every day by offering innovative debt relief solutions. As one of the fastest-growing companies in the industry, we are on a mission to help individuals and families regain financial freedom and build a brighter future.
Our vision? To become the next-generation financial services company that guides people from debt to WEALTH.
Here’s what you’ll enjoy:
- Opportunities for career growth and advancement.
- A supportive, mission-driven team passionate about making a difference.
- Company perks like swag, catered lunches, teambuilding activities, and quarterly events.
- State-of-the-art amenities, including designer living rooms, wellness spaces, cafes, and a fitness center.
- A culture of recognition, appreciation, and celebration.
- Our 30,000 sq. ft. headquarters in Irvine, CA is more than just an office—it’s a second home where collaboration, growth, and innovation thrive.
COMPENSATION:
- $23.00 per Hour
WHAT MAKES US THE BEST?
Energetic, supportive, and collaborative working environment
Continuous employee development, coaching, and training
Work-life balance
WHAT YOU'LL DO:
The Escalation Researcher is a mid-level role within the Client Success department responsible for investigating complex client complaints in the debt settlement program, including both perceived and actual errors. This position reviews account history, payments, communications, and documents in systems such as Forth CRM and the Escalation Tracker to produce a clear, evidence-based timeline of events. The researcher prepares formal reports for management, including supporting documentation and recommendations for resolution, enabling leadership to make sound decisions. The role requires strong analytical and writing skills, attention to detail, and the ability to work under strict deadlines to prevent further escalation.- Review complaints, account history, payments, documents, and communication logs to establish a full understanding of each escalation.
- Build chronological case timelines, supported with documentation, to identify root causes of issues.
- Prepare structured reports for management with clear findings, supporting evidence, and recommendations to resolve escalations.
- Provide practical, compliance-focused solutions to remedy errors and prevent re-escalation.
- Collaborate with Compliance, Finance, Legal, and other teams to confirm details and verify findings.
- Prioritize urgent cases and complete reports under strict deadlines to minimize client impact and avoid further escalation.
- Maintain compliance with all company policies, debt settlement regulations, and departmental procedures.
- Support additional responsibilities, special projects, and department initiatives as assigned.
- Follow all policies and procedures for the department and Company, including personnel policies and expectations as outlined in the Employee Handbook.
- Other duties as assigned.
- High school diploma or equivalent.
- 2 years of experience in complaint resolution, escalations handling, or related research-focused role (experience in debt settlement strongly preferred).
- Proficiency in Forth CRM, Escalation Tracker, and similar systems.
- Strong investigative, analytical, and problem-solving skills.
- Excellent written communication skills with the ability to prepare formal, evidence-based reports.
- Strong attention to detail, accuracy, and organizational skills.
- Ability to work effectively under deadlines and manage multiple cases simultaneously.
- Professionalism, integrity, and discretion in handling sensitive matters.
- Health, dental, and vision benefits available after 30 days of employment
- Ancillary benefits including legal services, disability insurance, Employee Assistance Program, and much more!
- 80 hours of PTO, 40 hours of Sick Pay, and 2 Health & Wellness Days
- Paid holidays
- 401(k) that can be elected from day 1 of employment!
- The opportunity to work alongside an incredible group of people who are all driven to help others
Job Type: Full-time, Non-Exempt
Schedule: 8-hour shift, Monday to Friday
Location: Irvine, CA; Onsite
We understand potential comes in many forms. Even if you don’t check every box, we still encourage you to apply; as we consider all qualified candidates, and any person who is driven to help others.
Alleviate Financial Solutions provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This position must pass a post-offer pre-employment criminal background check. 
