Account Resolution Specialist

GrandBrands (Grand Furniture & Ashley Furniture Southeastern VA)•Virginia Beach, VA

About The Position

As an Account Resolution Specialist, you’ll play a key role in helping customers reestablish payment history and avoid legal action by finding solutions that work for both the customer and the company. This position blends relationship management, financial strategy, and problem-solving to create win-win outcomes. OUR STORY Grand Furniture was founded in 1947 by Rose Stein and operated alongside her 2 sons, Jerry and Herbert. In 1988, Jerry Stein acquired full ownership and brought on his sons, Steve and Craig. Craig Stein became the sole owner in 2009 and opened the first Ashley Furniture in Hampton Roads in 2010, adding to Grand Brands market share. Grand Brands is home to Grand Furniture, Grand Outlet, and Ashley Furniture/Outlet, serving customers right here in Southeastern Virginia and has been recognized as the #1 Ashley Stores licensee. In other words, we operate the highest-ranked Ashley stores nationwide, so customers get great selection and service, and our teams get growth opportunities.

Requirements

1 year of collections, recovery, or loss mitigation experience required
College degree preferred
Proficiency in Microsoft Office and multi-system navigation
Strong verbal communication and problem-solving skills
Availability to work a flexible schedule, including weekends and holidays, as business needs require

Responsibilities

Contact customers (local and out-of-state) to establish acceptable payment arrangements
Review and manage accounts to prevent legal action while improving payment history
Work within LTNI and NFC queues and assist with LAS and RRS queues as needed
Make independent decisions to resolve issues with both customer satisfaction and company goals in mind
Identify when escalation to management is appropriate
Maintain a professional and positive attitude in all customer interactions