Resolution Specialist, Customer Service

Walmart • Bentonville, AR

3d • $19 - $35

About The Position

Role summary: The (USA) 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. About the team: 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

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.
• Passion for AI and process improvement, can evaluate current workflows, identify gaps, and recommend practical, forward‑thinking enhancements.

Benefits

• At Walmart, we offer competitive pay as well as performance-based bonus awards and other great benefits for a happier mind, body, and wallet.
• Health benefits include medical, vision and dental coverage.
• Financial benefits include 401(k), stock purchase and company-paid life insurance.
• Paid time off benefits include PTO (including sick leave), parental leave, family care leave, bereavement, jury duty, and voting.
• Other benefits include short-term and long-term disability, company discounts, Military Leave Pay, adoption and surrogacy expense reimbursement, and more.
• You will also receive PTO and/or PPTO that can be used for vacation, sick leave, holidays, or other purposes. The amount you receive depends on your job classification and length of employment. It will meet or exceed the requirements of paid sick leave laws, where applicable.
• Live Better U is a Walmart-paid education benefit program for full-time and part-time associates in Walmart and Sam's Club facilities. Programs range from high school completion to bachelor's degrees, including English Language Learning and short-form certificates. Tuition, books, and fees are completely paid for by Walmart.
• Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to a specific plan or program terms.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree