Customer Service | Customer Account Resolution Specialist

Wesley Group • Franklin, TN

96d • Onsite

About The Position

Wesley Financial Group is hiring for the Customer Service | Customer Account Resolution Specialist position. Wesley Financial Group is the leading name in helping timeshare owners get out from under their timeshares. In the 12+ years we’ve been in business, we’ve created a tidal wave of excitement from timeshare owners needing help, and we’re looking for a new trusted Resolution Specialist to help the families we serve! Think of yourself as your client's champion. As a Resolution Specialist at Wesley Financial Group, you'll walk alongside clients through every step of the timeshare cancellation process — setting expectations, building strategy, and making sure they never feel like they're navigating it alone. Your mission is simple: deliver an exceptional experience from start to finish while guiding each case toward a successful resolution. Never canceled a timeshare before? That's perfectly fine — we don't expect you to walk in with that expertise. What we do expect is someone who's organized, motivated, and genuinely energized by helping people. If you're a natural problem-solver with patience to spare and a team-first attitude, you'll fit right in. This is an in-office position at our Franklin, TN headquarters. Candidates must live within 60 miles of Franklin, TN.

Requirements

• 2+ years of standout customer service and account management experience
• Exceptional organizational skills
• Sharp problem-solving instincts
• A results-driven approach
• Attention to detail that doesn't quit
• Flexibility and adaptability
• Integrity that stands on its own
• A collaborative, team-first mindset
• Strong work ethic and efficiency

Nice To Haves

• Salesforce — Familiarity with managing client records and workflows
• Customer Service — A background in client-facing roles where experience mattered
• Google Workspace / Microsoft Office — Comfortable working across everyday business tools

Responsibilities

• Actively guide clients through the timeshare termination process, keeping communication clear and expectations realistic at every stage
• Ensure clients fully understand each step and action being taken on their behalf throughout the dispute
• Draft client-specific action plans designed to move each case toward successful timeshare ownership termination
• Reply to all client communication within department standards, and address every piece of client feedback within 24 hours with updates posted through chatter threads
• Keep all client files in Salesforce accurate, current, and thoroughly documented
• Whether it's email, phone, or mail, every touchpoint should reflect the same polished, caring standard
• Help foster a culture of accountability, efficiency, idea sharing, and a "we can always be better" mindset
• Be a go-to resource for timeshare industry updates, trends, and general knowledge
• No task is beneath you; if something needs doing, you're ready to help

Benefits

• A MacBook for your work tasks
• A weekly pay schedule
• A 401k program that includes a company match
• An employer-funded Health Savings Account (HSA) along with comprehensive Medical, Dental, and Vision Insurance
• 9 paid holidays
• Access to our office's health and wellness facilities such as the fitness center and natural courtyard
• A unique culture featuring food trucks, lounge areas, and (occasional) foosball tournaments
• Continuous coaching from industry professionals

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees