The Complaint Resolution Specialist is responsible for mediation and problem solving for clients. This role deals with a wide range of situations requiring the incumbent to work through conflict and directing others. The duties of this role require incumbents to investigate and gather all relevant information to the claims brought forth. In this role, incumbents may work in court or labor management to resolve complaints. Incumbents may work with a customer or to maintain employer-employee relationships for a company. In any situation, the goal is to tactfully negotiate and reach a resolution where both parties are satisfied.
1. Responsible for all customer inquiries and questions via telephone
2. Provide excellent customer service/conflict resolution
3. Investigate and gather information regarding claims
4. Enters data from customers into various software programs
5. Inform the customer of a credit approval or decline
6. Work with confidential customer information
7. Address any questions regarding the financing programs offered
8. Assist the contractor/dealer with pending loan questions
9. Make outbound verification calls for completion of work
10. Participates in additional training courses when needed
11. Thrives as a team player in a fast-paced, high-energy, change-oriented environment
12. Performs other related duties and assignments as required and as assigned by supervisor or manager
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