The Resolution Specialist is responsible for monitoring, tracking, researching, and responding to borrower complaints received through non-regulatory channels. Additionally, the Specialist is responsible for one-call resolution on complaint calls that come in through the queue. The Resolution team is responsible for 2nd level support to assist agents with supervisor calls and answering questions and serves as the internal contact for complaint resolution.
** Schedule: This position works Monday through Friday from 12:30 p.m. to 9:00 p.m. CST and includes rotating Saturday shifts. **
Essential Functions
Ongoing monitoring of complaints and disputes across all channels including, but not limited to written, email, phone, BBB, Google, Facebook, First party contacts, Executive complaints, etc.
Track complaints through the complaint capture process from initial complaint to resolution and root cause meeting SLAs
Research borrower’s accounts, documents, etc. against the complaints received
Write a clear summary of the problem and resolution
2nd level support for team for supervisor calls, coaching, and direct calls for customer complaints and escalated issues
Perform professional and comprehensive issue resolution and service to build strong dealer relationships
Work with various departments to facilitate resolution.
Interact with internal leadership, legal, and compliance as needed
Communicate findings and resolution directly to the borrower
Respond to public review boards and non-regulatory bodies with approved company responses
Required Education and Experience
High School Diploma or GED equivalent required
2 years Customer Experience or Complaint management experience required
Financial industry experience preferred
Bilingual (English and Spanish) candidates preferred
Attention to detail and accuracy required
Excellent verbal and written communication skills required
Proficient in the utilization of Microsoft Office Suite
Ability to thrive in a fast paced work environment
Physical Demands
While performing the duties of this job, the employee is frequently required to sit, stand, walk, visualize, talk, hear, and handle or touch objects or controls. The employee may occasionally lift, push, or pull up to 20 pounds.
This position is an office-based position where you must be able to sit for long periods of time. The employee will be working on a computer 90% of the time.
