How to hire a resolution specialist

How to hire a resolution specialist, step by step

Here's a step-by-step resolution specialist hiring guide:

• Step 1: Identify your hiring needs
• Step 2: Create an ideal candidate profile
• Step 3: Make a budget
• Step 4: Write a resolution specialist job description
• Step 5: Post your job
• Step 6: Interview candidates
• Step 7: Send a job offer and onboard your new resolution specialist
• Step 8: Go through the hiring process checklist

What does a resolution specialist do?

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1. Identify your hiring needs

   Before you start hiring a resolution specialist, identify what type of worker you actually need. Certain positions might call for a full-time employee, while others can be done by a part-time worker or contractor.

   Determine employee vs contractor status

   Is the person you're thinking of hiring a US citizen or green card holder?

   Yes

   No

   A resolution specialist's background is also an important factor in determining whether they'll be a good fit for the position. For example, resolution specialists from different industries or fields will have radically different experiences and will bring different viewpoints to the role. You also need to consider the candidate's previous level of experience to make sure they'll be comfortable with the job's level of seniority.

   The following list breaks down different types of resolution specialists and their corresponding salaries.

   Type of Resolution Specialist	Description	Hourly rate
   Resolution Specialist	Customer service representatives interact with customers to handle complaints, process orders, and provide information about an organization’s products and services.	$12-27

2. Create an ideal candidate profile

   Common skills:

   • Patients
   • Phone Calls
   • Appeals
   • CPT
   • Inbound Calls
   • PowerPoint
   • Outbound Calls
   • Medicaid
   • Problem Resolution
   • HIPAA
   • Real Estate
   • Management System
   • Credit Card
   • Customer Care

   Check all skills

   Responsibilities:

   • Used software tools including: microsoft excel, powerpoint, outlook.
   • Provide members with accurate and appropriate information to answer questions, troubleshoot issues, and resolve member complaints.
   • Respond to service inquiries regarding existing deposit accounts, ATM and debit cards, consumer loans and eCommerce applications.
   • Contribute written materials and course content for exercises to NADL training and content to PowerPoint presentations as subject matter expert.
   • Analyze, troubleshoot, and resolve complex software, hardware, and networking issues for small and large business owners.
   • Contact federal (Medicare, TRICARE), state (Medicaid), and private health insurance companies for lien information.

   More resolution specialist duties

3. Make a budget

   Including a salary range in your resolution specialist job description helps attract top candidates to the position. A resolution specialist salary can be affected by several factors, such as geography, experience, seniority, certifications, and the prestige of the hiring company.

   For example, the average salary for a resolution specialist in New Mexico may be lower than in Connecticut, and an entry-level resolution specialist usually earns less than a senior-level resolution specialist. Additionally, a resolution specialist with certifications may command a higher salary, and working for a well-known company or start-up may also impact an employee's pay.

   Average resolution specialist salary

   $38,984yearly

   $18.74 hourly rate

   ---

   Entry-level resolution specialist salary

   $26,000 yearly salary

   Updated December 13, 2025

   Average resolution specialist salary by state

   Rank	State	Avg. salary	Hourly rate
   1	New Jersey	$56,406	$27
   2	District of Columbia	$55,943	$27
   3	Massachusetts	$52,565	$25
   4	Delaware	$51,779	$25
   5	Maryland	$50,527	$24
   6	Michigan	$48,968	$24
   7	North Carolina	$48,184	$23
   8	Illinois	$46,805	$23
   9	Washington	$45,234	$22
   10	California	$44,961	$22
   11	Minnesota	$42,557	$20
   12	Ohio	$41,514	$20
   13	Oregon	$39,396	$19
   14	Colorado	$38,661	$19
   15	Virginia	$38,067	$18
   16	Arizona	$36,926	$18
   17	Florida	$36,741	$18
   18	Indiana	$36,058	$17
   19	Missouri	$35,852	$17
   20	Texas	$35,682	$17

   Average resolution specialist salary by company

   Company

   Rank	Company	Average salary	Hourly rate	Job openings
   1	IBM	$70,564	$33.92	6
   2	Fresenius Medical Care North America Holdings Limited Partnership	$60,232	$28.96	1
   3	Altice USA	$52,922	$25.44	2
   4	Hca Hospital Services Of San Diego	$52,705	$25.34
   5	Allen Institute	$51,626	$24.82
   6	Better Business Bureau	$48,826	$23.47
   7	Princeton University	$47,438	$22.81	1
   8	Sonic Healthcare USA	$46,675	$22.44	10
   9	JANUS et Cie	$45,681	$21.96
   10	Chicago Public Schools	$45,502	$21.88	2
   11	Oregon Community Credit Union	$45,071	$21.67
   12	CalOptima	$44,850	$21.56
   13	PNMAC Holdings, Inc.	$43,237	$20.79	18
   14	Lone Star Circle of Care	$43,041	$20.69
   15	Wayfair	$42,338	$20.35	8
   16	Hilton Grand Vacations	$42,219	$20.30	7
   17	The Boston Globe	$41,216	$19.82
   18	Elizabeth River Project	$41,132	$19.77	1
   19	Cavalry Portfolio Services	$41,051	$19.74
   20	SEI LLC	$41,051	$19.74	3

4. Writing a resolution specialist job description

   A good resolution specialist job description should include a few things:

   • Summary of the role
   • List of responsibilities
   • Required skills and experience

   Including a salary range and the first name of the hiring manager is also appreciated by candidates. Here's an example of a resolution specialist job description:

   Resolution specialist job description example

   This role will need to work in the Blue Ash, OH office and will not be a remote role.
   
   The expected working hours for this role will be:
   
   Monday through Friday, 8:00 am-4:30 pm EST
   
   The Corporate Resolutions Specialist is responsible for resolving the most escalated customer-initiated issues to the highest professional standards. The objective of the position is to advocate for our Customers by delivering world-class customer service and managing all escalations to attain the best possible response/resolution. In Green Dot Customer Escalations, we continually seek individuals with a keen passion for delivering exceptional customer experiences, a desire to make a positive impact, a commitment to their work, the ability to elevate the performance of their team members and display enjoyment for solving complex customer issues.
   
   Job Responsibilities
   Ensure that all customer escalations and complaints are managed to excellent professional standards and within Green Dot terms and policies.Receive inbound contacts calls and complete outbound contacts (callbacks, responses, etc.) to ensure that all queues are maintained, and all service levels are met. Maintain personal and team accountability for productivity and efficiency.Demonstrate ownership of customer issues and work proactively with Green Dot business units, partners and vendors to manage issues through to a complete resolution in a timely manner.Demonstrate sound negotiation, problem-solving and conflict resolution skills by working to resolve issues within your own authority and parameters whenever possible, while utilizing sound judgment to understand when it will be both effective and necessary to escalate to a higher authority.Demonstrate the ability to understand the big picture and identify the underlying drivers causing complaints by capturing, reporting and analyzing systematic issues and recommending solutions to improve processes and products.Advocate as the “voice of the customer” to Green Dot. Proactively make recommendations to address the root causes of escalations and complaints by leveraging escalation contacts and processes.Understand current business processes and tools that impact our customers and work with the manager and the necessary owners internally to resolve any issues and fix processes.Share information and knowledge with other team members to recognize and reduce the number of repeated issues.Capture all pertinent customer contact information accurately and concisely within the data capture systems and ensure data is properly maintained.Follow escalation and complaint procedures in order to ensure that all customer escalations and complaints are tracked, and all relevant parties are informed of actions taken to resolve issues.Utilize appropriate tools to ensure the customer receives relevant information and identify knowledge gaps and/or outdated policy/procedure which caused frontline efforts to fail.Support Green Dot employees and executives with resolving customer issues.Maintain contact with all other relevant customer groups within Green Dot to ensure support for resolution of customer issues, consistency of approach and smooth cross-department cooperation.Actively participate in ensuring that Green Dot knowledgebase is up to date.Participate in team meetings, discussions and other activities as required in order.Perform other duties as assigned.
   
   Job Requirements
   Minimum 3 years of customer service experience required.Previous corporate escalations or higher tier experience desired.Exceptional verbal and written communication skills.Ability to communicate effectively with all levels of management and company personnel.Exceptional problem-solving skills.Highly effective organizational skills.Demonstrated negotiation and conflict management skills.Proficiency in MS Outlook, Word, PowerPoint and Excel skills required.Proven success working in a collaborative team within a fast-paced, highly visible, customer-centric and focused environment.Ability to work seated for a prolonged period of time.Ability to work independently and follow directions related to your job with little follow-up by your manager.
   
   POSITION TYPE
   
   Regular
   
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   Green Dot promotes diversity and provides equal opportunity for all applicants and employees. We are dedicated to building a company that represents a variety of backgrounds, perspectives, and skills. We believe that the more inclusive we are, the better our work (and work environment) will be for everyone. Additionally, Green Dot provides reasonable accommodations for candidates on request and respects applicants' privacy rights.

   Copy this example

   

5. Post your job

   There are various strategies that you can use to find the right resolution specialist for your business:

   • Consider promoting from within or recruiting from your existing workforce.
   • Ask for referrals from friends, family members, and current employees.
   • Attend job fairs at local colleges to find candidates who meet your education requirements.
   • Use social media platforms like LinkedIn, Facebook, and Twitter to reach potential job candidates.

   Post your job online:

   • Post your resolution specialist job on Zippia to find and recruit resolution specialist candidates who meet your exact specifications.
   • Use field-specific websites.
   • Post a job on free websites.

6. Interview candidates

   Your first interview with resolution specialist candidates should focus on their interest in the role and background experience. As the hiring process goes on, you can learn more about how they'd fit into the company culture in later rounds of interviews.

   It's also good to ask about candidates' unique skills and talents. You can move on to the technical interview if a candidate is good enough for the next step.

   The right interview questions can help you assess a candidate's hard skills, behavioral intelligence, and soft skills.

7. Send a job offer and onboard your new resolution specialist

   Once you've found the resolution specialist candidate you'd like to hire, it's time to write an offer letter. This should include an explicit job offer that includes the salary and the details of any other perks. Qualified candidates might be looking at multiple positions, so your offer must be competitive if you like the candidate. Also, be prepared for a negotiation stage, as candidates may way want to tweak the details of your initial offer. Once you've settled on these details, you can draft a contract to formalize your agreement.

   It's also good etiquette to follow up with applicants who don't get the job by sending them an email letting them know that the position has been filled.

   To prepare for the new employee's start date, you can create an onboarding schedule and complete any necessary paperwork, such as employee action forms and onboarding documents like I-9 forms, benefits enrollment, and federal and state tax forms. Human Resources should also ensure that a new employee file is created.

8. Go through the hiring process checklist

   • Determine employee type (full-time, part-time, contractor, etc.)
   • Submit a job requisition form to the HR department
   • Define job responsibilities and requirements
   • Establish budget and timeline
   • Determine hiring decision makers for the role
   • Write job description
   • Post job on job boards, company website, etc.
   • Promote the job internally
   • Process applications through applicant tracking system
   • Review resumes and cover letters
   • Shortlist candidates for screening
   • Hold phone/virtual interview screening with first round of candidates
   • Conduct in-person interviews with top candidates from first round
   • Score candidates based on weighted criteria (e.g., experience, education, background, cultural fit, skill set, etc.)
   • Conduct background checks on top candidates
   • Check references of top candidates
   • Consult with HR and hiring decision makers on job offer specifics
   • Extend offer to top candidate(s)
   • Receive formal job offer acceptance and signed employment contract
   • Inform other candidates that the position has been filled
   • Set and communicate onboarding schedule to new hire(s)
   • Complete new hire paperwork (i9, benefits enrollment, tax forms, etc.)

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How much does it cost to hire a resolution specialist?