Resolution specialist job description

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.

Make banking a Fifth Third better We connect great people to great opportunities. Are you ready to take the next step? Discover a career in banking at Fifth Third Bank.
GENERAL FUNCTION:
The Loan Resolution Specialists work hand-in-hand across multiple departments including legal, compliance, operations, customer support and servicing. Providing the highest quality customer service while working with our customers to identify and remedy any issues that may arise.

Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues and ensuring that actions and behaviors drive a positive customer experience. Operating within the Bank's risk appetite, you will achieve results while consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

This position is located in our Las Vegas, NV office.

ESSENTIAL DUTIES & RESPONSIBILITIES:
Communicates with late stage delinquent customers via outbound collection calls/emails/texts to resolve delinquency and reduce losses; recommends appropriate payment programs where applicable to assist customers experiencing a financial hardship Promptly handles inbound customer calls/emails/texts directly or transferred from third-party sub-servicer related to delinquency, hardship, complaints, system shut-off, or loan assumptions Communicates as necessary to third-party servicer account changes or required adjustments Confers with existing customers by telephone and/or email in an attempt to resolve escalated complaint issues not related to product/contractor performance Performs skip tracing activities as needed to locate and contact delinquent customers Document all customer interactions/account activities with concise and detailed account notes Adhere to all Dividend policies and procedures, including State and Federal collection regulations Other projects and duties as assigned

SUPERVISORY RESPONSIBILITIES: None

MINIMUM KNOWLEDGE & SKILLS REQUIRED:
High School diploma or equivalent3-4 years of Collections and Customer Service ExperienceStrong organizational skills and attention to detail Excellent written and verbal communication skills High-level proficiency in Microsoft SuiteAbility to multitask, prioritize projects, and report to several managersA high level of enthusiasm, collegial attitude, and a willingness to perform a wide range of tasks Ability to work independently as well as collaboratively Desire to work in an entrepreneurial but highly professional culture Experience with Salesforce preferred Bilingual- Spanish preferred

Dividend - Loan Resolution Specialist

LOCATION -- Las Vegas, Nevada 89135

Fifth Third Bank, National Association is proud to have an engaged and inclusive culture and to promote and ensure equal employment opportunity in all employment decisions regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status or any other legally protected status.

You could be the one who changes everything for our 26 million members as a clinical professional on our Medical Management/Health Services team. Centene is a diversified, national organization offering competitive benefits including a fresh perspective on workplace flexibility.

Position Purpose: The Senior Pharmacy Resolution Specialist will act as a subject matter expert and handles more complex pharmacy issues and respond to escalated calls from members, provider/physician's offices and pharmacies. This role will make outbound calls and enters pharmacy overrides into systems based on approved guidelines and approvals provided from clinical pharmacists.

Takes member/prescriber/pharmacist inquiry calls for benefit questions including prior authorization requests. Offers options including submission of a prior authorization request. Thoroughly researches issues and takes appropriate action to resolve them using the appropriate reference material within turnaround time requirements and quality standards

Answers and conducts inbound and outbound calls with members and provider offices to provide resolution to claims (i.e.: additional information requests and medication determination updates)

Thoroughly researches issues and takes appropriate action to resolve them within turnaround time requirements and quality standards

Assists team members often guiding them to the appropriate resolution of more complex and difficult inquiries. Participates in the training of less experienced staff, including opportunity for job shadowing

Acts as a liaison between internal departments on data gathering and problem solving while investigating problems of an unusual nature in the area of responsibility. Presents proposed solutions in a clear and concise manner.
Assists with audit preparation as needed

Assists with miscellaneous special project work as assigned

Education/Experience:
High School Diploma / GED

License/Certification:
Pharmacy technician certification preferred

Our Comprehensive Benefits Package: Flexible work solutions including remote options, hybrid work schedules and dress flexibility, Competitive pay, Paid time off including holidays, Health insurance coverage for you and your dependents, 401(k) and stock purchase plans, Tuition reimbursement and best-in-class training and development.

Centene is an equal opportunity employer that is committed to diversity, and values the ways in which we are different. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law.

**TITLE:** Senior Pharmacy Resolution Specialist

**LOCATION:** Various, California

**REQNUMBER:** 1351135