Customer Resolution Specialist

7 days ago

Akron, Ohio, United States Concora Credit Inc. Full time
About the Role

We're seeking a highly skilled Customer Resolution Specialist to join our Executive Response Team at Concora Credit Inc. As a key member of our team, you will play a critical role in delivering exceptional customer experiences and resolving escalated customer feedback.



As a Customer Resolution Specialist, you will be responsible for reviewing and assessing account documentation to determine the root cause of escalated customer feedback. You will also review and assess escalated situations to determine the best resolution, communicate deadlines and productivity goals to team members, and identify areas for new training or skill checks.



Key Responsibilities:


  • Review and assess account documentation to determine the root cause of escalated customer feedback.
  • Review and assess escalated situations to determine the best resolution.
  • Communicate deadlines and productivity goals to team members.
  • Identify areas for new training or skill checks.
  • Monitor all telephone calls between customers and associates, providing a written recap of conversations.
  • Document complaints/review results/opportunities/potential resolutions and monitor key trends in associates' activities.
  • Analyze data for trends or areas of business risk and customer experience.
  • Assist with account resolution by contacting the customer directly, over the phone and in writing, providing a positive overall customer experience and ensuring complaint resolution.
  • Assist management with new team member training.
  • Assist management team in implementing new policies and/or procedures.
  • Advocate for customers by identifying trends in issues and suggesting improvements to processes, policies, and products.
  • Hold a high bar for support when owning customer interactions.
  • Collaborate with members of other teams to root out answers and be a resource to Teammates.
  • Meet department goals and standards.
  • Other duties as assigned.

This is a remote position, but there may be times when we ask Team Members to come onsite for training or IT-related support.



We're committed to creating a diverse and inclusive work environment, and we welcome applications from candidates with a wide range of experiences and backgrounds.



What We Offer

We're proud to offer a comprehensive benefits package, including medical, dental, and vision insurance, paid time off, and a 401(k) plan with employer match. We also offer pet insurance, early access to earned wages, and wellness perks, including onsite fitness equipment and access to the Headspace app.



We're committed to investing in our Team Members' futures through tuition reimbursement and flexible spending accounts. We also offer life and AD&D insurance, long-term disability, and short-term disability coverage.



Concora Credit Inc. is an equal opportunity employer and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.



Please see our Concora Credit Inc. Privacy Policy for more information on how we process your personal information during the recruitment process and, if applicable, based on your location, how you can exercise your privacy rights.

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