The Resolution Specialist is responsible for monitoring, tracking, researching, and responding to borrower complaints received through non-regulatory channels
Job Summary
The Resolution Specialist is responsible for monitoring, tracking, researching, and responding to borrower complaints received through non-regulatory channels.
The Specialist is responsible for one-call resolution on complaint calls that come in through the queue and serves as the internal contact for complaint resolution.
This position works Monday through Friday from 12:30 p.m. to 9:00 p.m. CST and includes rotating Saturday shifts.
Matching Summary
The Resolution Specialist is responsible for monitoring, tracking, researching, and responding to borrower complaints received through non-regulatory channels.
Skills & Requirements
Must-have
Monitor and track borrower complaints
Research borrower accounts and documents
Write clear problem summaries
Provide 2nd level support
Respond to public review boards
Nice-to-have
Build strong dealer relationships
Thrive in a fast-paced environment
Bilingual English and Spanish
Key Requirements
High School Diploma or GED equivalent
2 years Customer Experience or Complaint management