Resolution Specialist

State of Indiana•Fort Wayne, IN

39d

About The Position

As a Resolution Specialist, you will serve as a vital liaison between our customers and internal departments, ensuring that every inquiry is handled with care, clarity, and efficiency. This role is centered around case management, where you will be responsible for receiving, documenting, and routing customer service cases to the appropriate teams, while maintaining proactive communication with customers throughout the resolution process. You will engage with customers through both written and phone communication, providing timely updates, answering questions, and ensuring a seamless service experience. Your ability to track case progress, follow up on solutions, and close the loop with customers will be key to building trust and satisfaction. This position requires strong organizational skills, attention to detail, and a customer-first mindset. You'll work closely with cross-functional teams to resolve issues, identify trends, and contribute to continuous improvement in service delivery.

Requirements

Specialized knowledge of program area including pertinent rules and regulations.
Specialized knowledge of applicable legislation, guidelines, agency policy and professional standards and practices.
Ability to research, analyze, and compile specific topics related to program area.
Ability to communicate effectively.
Ability to operate effectively in a group decision-making process.
Tact in dealing with other agency personnel and the public.
Specialized knowledge of accounting and budgeting.
Able to perform essential functions with or without reasonable accommodation.

Responsibilities

Research and compile information on specific aspects of the program such as procedures, needs and policies.
Answer customer questions about program policies and procedures.
Establish, organize, and maintain current and historical files related to the program.
Assist in the preparation of program reports, develop applications, prepare budget allocations and/or purchasing of consultative services.
Maintain, monitor, and order program assets.
Assist supervisor in the development and planning of overall program and its role in the functioning of the agency.
Schedule, prepare, and disseminate all program related training materials.

Benefits

Three (3) medical plan options (including RX coverage) as well as vision and dental plans
Wellness Rewards Program: Complete wellness activities to earn gift card rewards
Health savings account, which includes bi-weekly state contribution
Deferred compensation 457(b) account (similar to 401(k) plan) with employer match
Two (2) fully-funded pension plan options
A robust, comprehensive program of leave policies covering a variety of employee needs, including but not limited to:
150 hours of paid New Parent Leave and up to eight weeks of paid Childbirth Recovery Leave for eligible mothers
Up to 15 hours of paid community service leave
Combined 180 hours of paid vacation, personal, and sick leave time off
12 paid holidays, 14 on election years
Education Reimbursement Program
Group life insurance
Referral Bonus program
Employee assistance program that allows for covered behavioral health visits
Qualified employer for the Public Service Loan Forgiveness Program
Free Parking for most positions
Free LinkedIn Learning access