Genesis Financial Solutions, Inc.

Sr. Customer Resolution Specialist

Job Locations US-OH-Akron
ID 2020-1478
Category
Customer Service
Type
Full Time Hourly (Non-Exempt)

Overview

Join the nation’s leader in second-look finance servicing as our Senior Customer Resolution Specialist!

 

Summary

Our Senior Customer Resolution Specialist will support the Senior Unit Manager and perform timely reviews of all actions taken on accounts where complaints have been received. Complaints are shared in a variety of methods, i.e. formal letter, email, phone call, forwarded from senior leaders, etc. You will document findings and assist with complaint resolution both verbally and in writing and in a manner that deters additional escalation. You assist with developing quantitative written findings to be shared with senior management, bank representatives, compliance, operations management, etc.; including recommendations for system improvements, training enhancements, resource updates, etc. driving towards improved overall customer experience. 

Responsibilities

As our Senior Complaint Specialist you will:

  • Support Senior Unit Manager and perform supervisory duties when manager is absent or out of office.
  • Review and assess account documentation to determine root cause of complaint.
  • Review and assess any escalated situations to determine the best resolution.
  • Answer team member questions, help with team issues, and complete quality assessments of complaint team for process control, calibration, and guideline compliance.
  • Communicates deadlines and productivity goals to team members.
  • Develops strategies to promote team member adherence to company regulations and performance goals.
  • Maintains a high standard of performance to set consistent example for team.
  • Communicates team goals and identifying 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, and 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 with development of action plans to improve service to customers and reduce risks to business.
  • Assists management with hiring processes and new team member training.
  • Assist management team in implementing new policies and/or procedures.
  • Compile monthly reporting and ad hoc reporting requests.
  • Represent complaint team as an SME for all business projects.
  • Draft/edit written responses to regulatory agencies and issuing banks.
  • Perform other duties as assigned.

These duties must be performed with or without reasonable accommodation.

Qualifications

Requirements:

  • High school diploma or GED.
  • Extensive knowledge of collections and customer service practices.
  • Extensive knowledge of the FDCPA.
  • Excellent written and oral communication skills.
  • Excellent decision-making and problem-solving skills.
  • Strong interpersonal skills.
  • Must maintain a high level of professionalism and confidentiality at all times, in all situations.
  • Ability to communicate effectively with all levels of management and staff.
  • Ability to work independently.
  • Extremely proficient in MS Office, including PowerPoint, Word, and Excel.
  • Ability to be flexible with the work schedule as required by projects.
  • High attention to detail.
  • Experience with third party collections preferred.

What’s In It For You:

  • Robust health insurance including individual and family Medical, Dental and Vision insurance
  • Peace of mind with Life and AD&D Insurance
  • Protect yourself with company paid Long-Term Disability
  • Save on taxes with Flexible Spending Accounts
  • Relax and recharge with Paid Time Off (PTO) Program
  • Financial health with 401k plus employer match up to 4%
  • 6 paid holidays per year plus 1 paid floating holiday to use at your convenience
  • We invest in your future through Tuition Reimbursement and ongoing Learning & Development
  • Take care of your well-being through Wellness perks

About Genesis

Genesis Financial Solutions is one of the nation’s largest non-prime credit card servicing businesses.  We serve almost 3 million consumers through two channels: Private Label Credit Card Servicing and direct-to-consumer MasterCard options that we service on behalf of our issuing bank partners. We specialize in second-look finance servicing for consumers who are turned down by a prime lender, yet are just slightly below the prime threshold. We are a company of seasoned consumer finance professionals who believe that everyone deserves the opportunity for both quality credit financing, and the chance to rebuild their credit. With our help, non-prime consumers can buy quality products and services without depleting their savings account. 

 

Genesis Financial Solutions is an equal opportunity employer (EEO).

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