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Aqua Finance, Inc. · 1 day ago

Resolution Specialist

United States

Full-time

Remote

Entry, Mid Level

2+ years exp

Aqua Finance, Inc. is seeking a Resolution Specialist responsible for monitoring and resolving borrower complaints. The role involves tracking complaints, providing second-level support, and ensuring effective communication with borrowers and internal teams.

Financial Services

Responsibilities

Ongoing monitoring of complaints and disputes across all channels including, but not limited to written, email, phone, BBB, Google, Facebook, First party contacts, Executive complaints, etc

Track complaints through the complaint capture process from initial complaint to resolution and root cause meeting SLAs

Research borrower’s accounts, documents, etc. against the complaints received

Write a clear summary of the problem and resolution

2nd level support for team for supervisor calls, coaching, and direct calls for customer complaints and escalated issues

Perform professional and comprehensive issue resolution and service to build strong dealer relationships

Work with various departments to facilitate resolution

Interact with internal leadership, legal, and compliance as needed

Communicate findings and resolution directly to the borrower

Respond to public review boards and non-regulatory bodies with approved company responses

Qualification

Customer ExperienceComplaint ManagementFinancial Industry ExperienceMicrosoft Office SuiteBilingual EnglishBilingual SpanishAttention to DetailVerbal CommunicationWritten CommunicationFast Paced Environment