Resolution Specialist, Customer Service

Walmart•Bentonville, AR

1d•Onsite

About The Position

The Resolution Specialist, Customer Service plays a critical role in addressing and resolving complex customer and store issues through thorough research and collaboration with internal and external partners. This position involves analyzing data to identify trends, driving service improvements, and ensuring compliance with company policies. The specialist provides expert guidance, supports process enhancements, and maintains effective communication to meet business and customer needs. Commitment to integrity, accountability, and delivering exceptional service is essential to fostering positive relationships and advancing Walmart’s operational goals. The Electronic Payments Hotline (EPH) team manages electronic payment processing inquiries, including credit, debit, and EBT transactions, for stores, clubs, customers, and members. Serving as subject matter experts, the team supports various tasks within the electronic payment ecosystem. They collaborate across departments to resolve disputes, provide guidance, and improve service processes. The team is committed to maintaining data security and delivering accurate, timely support. By analyzing trends and feedback, they contribute to enhancing customer service and operational efficiency, ensuring alignment with company policies and business objectives.

Requirements

Proven expertise in conflict and dispute resolution within customer service environments.
Strong ability to analyze, interpret, and consolidate complex information for reporting and decision-making.
Experience collaborating with multiple departments and external partners to resolve customer inquiries and disputes.
Knowledge of payment processing systems and protection of sensitive electronic payment data.
Ability to track and utilize resolution metrics to improve service effectiveness and customer satisfaction.
Skilled in identifying process improvement opportunities and implementing support enhancements.
Excellent communication skills with a focus on building relationships and providing clear guidance.
Associate’s degree in Finance, Accounting, Business or related field OR 2 years' of Finance, Accounting, Business, or relevant work experience.

Nice To Haves

Customer Service
Passion for AI and process improvement

Responsibilities

Respond to and resolve complex customer and store disputes, ensuring timely and accurate communication.
Collaborate with internal teams and third-party providers to escalate inquiries and provide status updates.
Conduct compliance reviews and negotiate dispute resolutions while protecting sensitive payment data.
Analyze service data to identify trends, drive improvements, and support process enhancements.
Provide expert guidance on policies and best practices to support business and customer needs.
Track resolution metrics and communicate outcomes to relevant stakeholders.
Build strong partnerships to implement effective business solutions and improve service delivery.
Evaluate current workflows, identify gaps, and recommend practical, forward-thinking enhancements.