Assistant Manager – Resolutions

This is a fully remote position, open to applicants in Florida.

📋 Description

• Supervise and address intricate owner complaints and inquiries related to receivables, billing disputes, product issues, and delinquency.

• Serve as the main contact for high-risk or sensitive owner situations, ensuring timely, compliant, and customer-focused resolutions when significant issues arise.

• Collaborate cross-functionally with Collections, Club, Legal, Loan Servicing, Sales, Recovery, and Compliance to facilitate consistent and effective resolutions.

• Analyze patterns and root causes behind complaints and blocking issues, especially those leading to delinquency, to proactively enhance processes.

• Lead the redesign of resolution workflows to minimize manual effort, streamline processes, and enhance resolution speed and precision.

• Identify and implement automation opportunities within the new CRM platform and integrated systems (e.g., case routing, communication triggers, decisioning logic).

• Play a pivotal role in the migration to a new CRM system, working alongside technology and business teams to define requirements and workflows.

• Advocate for a customer-centric approach, ensuring that resolutions are managed with empathy and professionalism, even in challenging or delinquent situations.

⛳️ Requirements

• Proven experience in supporting or participating in CRM implementations, migrations, or system enhancements.

• Background in receivables, collections, or customer account servicing environments.

• Demonstrated ability to lead process improvement and workflow automation initiatives.

• Strong analytical skills, with experience in interpreting data to identify trends and enhance operational performance.

🏝️ Benefits

• We are an equal opportunity employer and value diversity at our company.

• We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

• Reasonable accommodations will be provided to individuals with disabilities throughout the application and interview processes.

• We also extend accommodations for fulfilling key job responsibilities and for obtaining employment benefits and privileges.

• Please reach out to us if you require an accommodation.