Resolution Specialist

Job Summary

Monitoring and resolving borrower complaints, the full-time Resolution Specialist will track issues across various channels, provide second-level support for escalated cases, and communicate resolutions to borrowers in a remote setting.

Key responsibilities

• Monitor and track complaints from initial receipt to resolution, ensuring compliance with service level agreements
• Conduct thorough research on borrower accounts and documents to address complaints effectively
• Provide second-level support for team members, assisting with supervisor calls and escalated customer issues

Required qualifications

• High School Diploma or GED equivalent required
• 2 years of Customer Experience or Complaint management experience required
• Bilingual (English and Spanish) candidates required
• Financial industry experience preferred
• Proficient in Microsoft Office Suite