Resolution Specialist

The Resolution Specialist Responsible for monitoring, tracking, researching, and responding to borrower complaints received through non-regulatory channels. Additionally, responsible for one-call resolution on complaint calls that come in through the queue. Schedule Monday through Friday 12:30 p.m. to 9:00 p.m. CST, including rotating Saturday shifts. Essential Functions Ongoing monitoring of complaints and disputes across all channels, including, but not limited to written, email, phone, BBB, Google, Facebook, first‑party contacts, and executive complaints. 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. Provide 2nd‑level support for the 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. Required Education and Experience 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. Attention to detail and accuracy required. Excellent verbal and written communication skills required. Proficient in Microsoft Office Suite. Ability to thrive in a fast‑paced work environment. Physical Demands The employee frequently sits, stands, walks, visualizes, talks, hears, and handles or touches objects or controls. Occasional lifting, pushing, or pulling up to 20 pounds may occur. The position is office‑based, requiring prolonged sitting and computer use (about 90% of the time). #J-18808-Ljbffr