Resolution Specialist

Aqua Finance • Charlotte, NC

79d

About The Position

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. The schedule for this role is Monday-Friday, 12:00 PM-8:30 PM CST, with a rotating Saturday schedule (typically one Saturday per month, 4.5 hours).

Requirements

• 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

Responsibilities

• 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

What This Job Offers

• Job Type: Full-time
• Industry: Credit Intermediation and Related Activities
• Education Level: High school or GED
• Number of Employees: 251-500 employees