Research & Resolution Lead

We are hiring for a Research and Resolution Lead on behalf of our client, a financial services and customer operations organization. This full-time leadership position is designed for an experienced professional ready to oversee case resolution workflows, support team agents, and manage client accounts.

Location:

Manassas, VA Schedule:

Mon-Thu, 8:00am-5:00pm; Fri, 8:00am-2:00pm (100% onsite)

Salary:

$20-$23/Hour Responsibilities Oversee online and team case resolution processes to ensure timely and precise customer responses. Answer incoming calls efficiently to maintain a quick response time key performance indicator (KPI). Respond to customer inquiries within 3 business days whenever contact information is available. Resolve online service requests and team-created cases by applying established case management playbook protocols. Provide day-to-day agent support through communication platforms and email networks. Assist the team with processing payment solutions and making outbound client calls for payment options. Manage direct customer interactions regarding dispute resolution and handle tier-one escalations. Identify and communicate agent improvement opportunities to the team supervisor for ongoing coaching. Track individual and team goals, manage lockbox reconciliations, and reinforce the use of documented procedures. Support supervisory duties and manage call queues during the supervisor's absence. Participate in weekly calibration meetings, bi-weekly coaching, and establish structured performance tracking goals. Qualifications High school diploma or equivalent is required, though an associate or bachelor's degree is preferred. 2 or more years of experience in customer service, case management, or a related operational field. Strong verbal and written communication skills paired with excellent multitasking capabilities in a fast-paced environment. Proficiency in using CRM systems, case management software, and financial tracking tools. Strong problem-solving, conflict-resolution, and tactical time-management skills. Preferred experience with payment processing, financial services, or dispute resolution processes. Familiarity with structured performance tracking and goal-setting frameworks. Bilingual capability in Spanish and English is considered a strong plus.

Compensation / Pay

Rate (Up to): $20.00 - $23.00 Per Hour