Resolution Specialist

Resolution Specialist Sandy, UT Job Details Full-time $31.25 - $36.06 an hour 1 day ago Qualifications Customer communication 5 years Regulatory compliance Process improvement Research Mortgage industry High school diploma or GED Analysis skills Bachelor's degree Task prioritization Conflict management Organizational skills Financial services Root cause analysis Senior level Cross-functional collaboration Escalation handling Communication skills Project stakeholder communication Cross-functional communication

Full Job Description Position Description:

Position Summary The Problem Resolution Specialist is responsible for investigating, analyzing, and resolving complex customer or operational issues. This role serves as a critical point of contact for escalated concerns, ensuring timely resolution while maintaining high standards of service, compliance, and customer satisfaction. Key Responsibilities Serve as the primary point of contact for escalated issues requiring in-depth research and resolution Analyze problems by gathering relevant data, reviewing documentation, and identifying root causes Coordinate with internal departments (e.g., operations, compliance, customer service, IT) to resolve issues efficiently Communicate findings and resolutions clearly to customers, stakeholders, and leadership Ensure all resolutions comply with company policies, regulatory requirements, and service standards Track and document cases, including actions taken and final outcomes, within designated systems Identify trends in recurring issues and recommend process improvements or preventive solutions Maintain professionalism when handling sensitive or high-impact situations Meet established service level agreements (SLAs) and performance metrics Required Qualifications High school diploma or equivalent (bachelors degree preferred) 5+ years of experience in operations, dispute resolution, or a related field 5+ years of experience in Mortgage Servicing Strong analytical and problem-solving skills Excellent written and verbal communication abilities Ability to manage multiple priorities and work under pressure Detail-oriented with strong organizational skills Experience handling escalations or complex case resolution Knowledge of regulatory or compliance frameworks (industry-specific) Background in financial services, mortgage servicing, or similar industries Core Competencies Critical thinking and root cause analysis Conflict resolution and de-escalation Customer focus and service excellence Collaboration and cross-functional teamwork Accountability and ownership Work Environment In Office work environment May require extended hours or flexibility based on case volume and urgency