Executive Resolution Specialist – Financial Services

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

📋 Description

• Act as the main point of contact for customer escalations from social media, regulatory bodies, legal entities, insurance departments, the Better Business Bureau, and various other sources.

• Investigate, troubleshoot, and address written customer inquiries across several channels.

• Handle multiple issues and cases concurrently, depending on workload.

• Engage with customers regarding escalated concerns presented on public and/or social media platforms.

• Assess potential risks and identify the best possible solutions for amicable resolutions.

• Recognize opportunities for process improvement and cost savings to enhance customer experience and operations.

• Simplify complex issues, create suitable analyses, and present clear actionable insights.

• Record and monitor each issue across various tracking systems for reporting purposes.

• Effectively communicate status updates and solutions to both internal and external stakeholders.

• Prepare written correspondence and review it with leadership before responding by designated deadlines.

• Monitor escalation data for operational and reporting needs.

• Suggest settlement agreements when necessary.

⛳️ Requirements

• Associate’s Degree in Business, Marketing, or equivalent experience; or a minimum of 2 years in business analysis, research, or related fields; or 2 years of experience in business writing; or 2 years in Consumer Relations and/or Team Lead experience in Operations with a focus on customer escalations.

• ACA (Accredited Claims Adjuster’s license) must be obtained within the first 90 days of employment and maintained thereafter.

• Ability to apply acquired knowledge of campaigns through evaluation or coaching sessions.

• Proficiency in MS Word, Excel, and other Microsoft Office applications.

• Consistent performance across all areas in alignment with company standards.

• Capability to manage multiple tasks at once while prioritizing effectively.

• Strong analytical and problem-solving capabilities.

• Excellent customer service skills.

• Demonstrated ability to make informed decisions in resolving customer issues and provide high-level corporate customer service.

• Strong organizational and time management skills.

• Bilingual in Spanish and English is advantageous.

• Familiarity with client contracts, operations, and company products and services is beneficial.

• Employment is contingent upon successful completion of required identity verification, which may include biometric technology where legally permitted.

🏝️ Benefits

• Opportunities for salary growth within the role.

• Virtual interviews conducted via video.

• Commitment to equal employment opportunity.