Account Resolution Specialist

Job Summary

Supporting internal customers, the full-time remote Account Resolution Specialist will manage escalated member calls, assist with ITC and TCR inquiries, and provide quality service to enhance financial relationships.

Key responsibilities

• Respond to escalated member calls and executive level escalations to resolve issues
• Assist the Accounting Department with inquiries and provide management level override approvals for member transactions
• Train and mentor new Service Center and help desk agents while providing immediate feedback to improve processes

Required qualifications

• 3-5 years of customer service or related experience, including at least 6 months of Service Help Desk experience or 18 months of MACU experience
• High school diploma
• Advanced skills in Microsoft Office (Outlook, Word, Excel) and familiarity with Symitar
• Ability to type a minimum of 35 words per minute and experience with 10-Key
• Must meet all expectations of an Agent 3