Resolution Specialist

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.