Resolution Specialist

This is a remote position. We are excited to share S3 was named a Top Workplace of 2022 through the Baltimore Sun. Our commitment to teamwork and a positive attitude enables us to deliver service that generates quality results for our partners. If you join our team, we’ll invest in your learning and development through training programs designed to power your success. S3 is a CUSO which is an organization, owned by credit unions, which provides financial and operational services primarily to credit unions or members of credit unions. CUSOs provide financial services to credit union members such as investment and insurance services. CUSOs also provide operational services to credit unions for lending support services and compliance services. The Resolution Specialist will respond to Member inquires via telephone, cViews, and MOVE regarding Real Estate products (Mortgage and Home Equity Lines of Credit), while providing friendly, accurate, and professional service. The incumbent will resolve member issues timely and thoroughly, seeking to exceed member expectations on every call and strive for “first call resolution”. The position will utilize knowledge of products, data, systems, processes, and web-based applications that provides information and addresses the Member service issue. The Resolution Specialist handles escalated Member issues from the Contact Center, Branches, cViews, MOVE requests, and internal S3 employees to ensure standards are being met by assisting with questions and resolving escalated issues. This position will also be responsible for responding to payment inquiries, rate/payment changes, escrow changes and resulting impact to the monthly payment, subordinations, payoffs, and satisfactions. The Resolution Specialist will prepare professionally written responses to email inquiries, ensure that the member’s response is completed within established timeframes, and research and resolve member bill payment issues within service level agreement standards. S3 has a commitment to excellence and the highest standards of member service. Our values and beliefs are critical to the success and growth of the business and they were all created with a unique cultural foundation. PRIMARY RESPONSIBILITIES/ACCOUNTABILITIES Assist Contact Center Member Service Representatives with Real Estate Servicing issue resolution Respond to member and potential member phone inquiries on Real Estate products and services Navigate system applications as needed to resolve inquiries Provide timely, friendly, and accurate service in building Member relationships; determine member eligibility; provide guidance to Members to meet their financial needs Accurately verify, document, and process all Member transactions Prioritize workload based on mandatory requirements and Member service level agreements Resolve complaints by communicating with other departments and/or Partners as needed Provide extraordinary service by resolving problems with “first call resolution” in mind Perform and process account maintenance, fulfillment requests, research requests, etc. Recognize and escalate issues as needed Troubleshoot questions/issues, respond, and resolve member e-mail inquiries while adhering to response time and quality goals Research and resolve complex payment issues Interact with vendors, payees and members to research issues, uncover root cause of problems, correct accounts, and communicate actions taken to Members Educate Members on the reasons for account changes Other duties as assigned by management QUALIFICATIONS/ABILITIES Minimum 2 years of experience with customer service, preferably within a financial institution Bachelor’s Degree preferred or relevant work experience may be considered Proficient with Microsoft Office Strong analytical skills with a high degree of accuracy Ability to investigate and quickly process the resolution that is best for the Member Ability to work independently and in cooperation with Contact Center Member Service Representatives and/or other S3 employees to determine the actions needed to solve the issue at hand Ability to work flexible hours as needed Positive attitude and team-oriented Exceptional verbal and written communication skills Ability to work in a multi-tasking environment Strong troubleshooting and problem-solving skills WORKING CONDITIONS The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. General office environment with low noise levels BENEFITS Benefits package includes medical/dental/vision insurance, flexible spending accounts, 401(k) plan with fully vested matching, PTO, life insurance, short-term disability, long-term disability, holiday pay, loan discounts, service anniversary bonuses, recognition program, employee referral program, and employee activities