Resolution Specialist
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Job Description
Resolution Specialist responsible for monitoring, tracking, and resolving borrower complaints at Aqua Finance. Providing 2nd level support to agents and facilitating resolution across departments.
Responsibilities:
- Monitoring, tracking, researching, and responding to borrower complaints received through non-regulatory channels
- One-call resolution on complaint calls
- 2nd level support to assist agents with supervisor calls and answering questions
- Ongoing monitoring of complaints and disputes across all channels
- Research borrower’s accounts, documents, etc. against the complaints received
- Write a clear summary of the problem and resolution
- Perform professional and comprehensive issue resolution and service to build strong dealer relationships
- Work with various departments to facilitate resolution
Requirements:
- High School Diploma or GED equivalent required
- 2 years Customer Experience or Complaint management experience required
- Bilingual (English and Spanish) candidates preferred
- Financial industry experience preferred
- Attention to detail and accuracy required
- Excellent verbal and written communication skills required
- Proficient in the utilization of Microsoft Office Suite
- Ability to thrive in a fast paced work environment
Benefits:
- N/A
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