Resolution Specialist Resume Sample
Thaddeus Hayes
448 Hans Union,
Boston,
MA
+1 (555) 227 5731
Work Experience
Customer Resolution Specialist
06/2015
-
PRESENT
Phoenix, AZ
- Experience: At least 4 years’ of Auto Finance experience, including collections and experience that demonstrates effective customer service skills
- 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
- Responsible for prompt and accurate response to Reverse Mortgage servicing questions and concerns
- Discuss both income and expenses with customers or authorized third parties to determine appropriate foreclosure prevention options within applicable investor and regulatory guidelines
- Perform loan-related mathematical calculations
- Adhere to scheduling guidelines to ensure proper phone coverage
- Maintain a strong quality assurance approach with every phone call
- Compares and evaluates possible customer servicer solutions, and decides which to recommend to customers to best meet their needs and circumstances
Claims Resolution Specialist
11/2008
-
04/2015
Boston, MA
- See Physical Demands sheet
- Process and follow special accounts for resolution
- Serve as back-up for time and attendance recording as needed
- Assist with compiling and providing information to management for reports
- Assist Supervisor with the interview process of potential employees as needed
- Provides high quality customer service within a call center environment by assisting callers with highly sensitive complaints and inquiries escalated by primarily internal sources
- Researches and resolves complex customer inquiries/disputes on topics including but not limited to: billing calculations, payment/payoffs, motor vehicle titling, real estate satisfactions, fee/finance charge assessments, insurance claim process/settlements, and escrow
- Identifies processing errors, and works with leadership to prevent future occurrences
- Researches account issues that could not be resolved during the initial call; provides timely and professional follow up through appropriate channels
Resolution Specialist
10/2001
-
06/2008
Dallas, TX
- Acts as liaison by contacting other U.S. Bank department on behalf of the caller, in order to resolve account issues and complaints
- Displays strong critical thinking skills and communicates effectively with a variety of individuals, both in writing and verbally
- Navigates several complex mainframe computer systems and other online resources with the use of dual computer monitors; perform (limited) system entries
- Identifies process improvement opportunities to increase efficiency and effectiveness of team and still maintain an exceptional level of service to the customer
- Protects U.S. Bank assets by adhering to all applicable policies and procedures, regulatory requirements, processing requirements and established risk guidelines
- Maintains the confidentiality of both customer and U.S. Bank information to protect the customer and U.S. Bank and to ensure compliance with policies and procedures
- Determine if customer requests/inquiries require escalation to tier two (Shared Services Office functional team) or three (functional Centers of Expertise) as defined in the operational procedures and knowledge base. If escalated, ensure customer is transferred and inquiry is owned by individual in the appropriate tier
- Update and maintain Shared Service Office (SSO) knowledge base for the functions in scope
Education
Upper Iowa University - Waterloo Center
1997 - 2001
Bachelor's Degree in Accounting
Professional Skills
- Excellent interpersonal skills, including proven listening skills and the ability to communicate (verbal and written) in a clear, well organized manner
- Demonstrates excellent problem solving skills and negotiating skills
- Strong communication skills (verbal & written); demonstrated experience working with high volume of phone calls
- Computer skills, including word processing, basic keyboard skills required
- Excellent communication and customer service skills needed to work effectively with high profile individuals often regarding sensitive collection issues
- Strong organization skills – ability to prioritize, plan, and follow through
- Effective verbal, written, and interpersonal communication skills to include experience counseling, negotiating or explaining decisions to members
How to write Resolution Specialist Resume
Resolution Specialist role is responsible for customer, basic, organization, interpersonal, analytical, advanced, listening, word, excel, training.
To write great resume for resolution specialist job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Resolution Specialist Resume
The section contact information is important in your resolution specialist resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Resolution Specialist Resume
The section work experience is an essential part of your resolution specialist resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous resolution specialist responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular resolution specialist position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Resolution Specialist resume experience can include:
- Good spelling and grammar skills to effectively communicate via email
- Strong analytical skills, business acumen and interpersonal skills
- Demonstrated effective analytical and mathematical skills
- Strong organization skills – ability to prioritize, plan
- Perform 10 - key by touch. Ability to perform both written and verbal communication skills effectively
- Career Progression – earn additional comp by learning additional skills and remaining in good standing
Education on a Resolution Specialist Resume
Make sure to make education a priority on your resolution specialist resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your resolution specialist experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Resolution Specialist Resume
When listing skills on your resolution specialist resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical resolution specialist skills:
- Good financial counseling skills and the ability to effectively communicate the necessity of paying Volvo Financial Services
- Strong problem-solving skills and the ability to make good decisions and exercise good judgment
- Career Progression - earn up to $16.50 by learning additional skills and remaining in good standing
- Strong planning and organizational skills, including success with time management
- Demonstrated ability to solve complex problems using critical thinking skills
- Strong organizational, problem solving and troubleshooting skills with precise attention to detail
List of Typical Experience For a Resolution Specialist Resume
1
Experience For Customer Resolution Specialist Resume
- Strong communication and interpersonal skills; ability to listen, be succinct and demonstrate positive customer service attitude
- Strong multi-tasking skills along with the ability to stay calm in high pressure situations
- Strong problem-solving and analytical skills with particular attention given to detail and accuracy
- Essential: Strong interpersonal communication skills and strategic and creative thinking abilities
- Good time management skills to maximize the number of callers that can be assisted while maintaining a high level of customer service
2
Experience For Claims Resolution Specialist Resume
- Good skills using standard office technology; computer, various applications and navigation of on-line tools and resources, keyboard, mouse, phone, headset
- Strong organization skills is required
- Effective organization and time management skills with the ability to work under pressure and adhere to departmental and state mandated deadlines
- Detail oriented, strong written and verbal communication skills
- Proficiency with MS Office: Excel, Word, Outlook, etc. Excellent communication skills, both verbal and written
- Exemplary communication skills, both verbal and written with excellent tone over the phone
- Demonstrated interpersonal/verbal communication skills LI-RG1
- Strong PC skills (MS Office) Excel required
- Excellent written and oral communication skills and a passionate world-class customer service aptitude
3
Experience For Account Resolution Specialist Resume
- Training and Development opportunities to learn new skills and grow within the company
- Making it a priority to positively impact and manage the customer’s overall experience
- Prior experience researching and responding to formal consumer and legal complaints
- Adapt quickly and transition effectively to changing circumstances, assignments, programs, processes
- Proficient computer skills, including use of multiple applications simultaneously
- Experience in a customer facing environment with 3- 5 years of relevant experience
- Multi-task and work effectively with multiple individuals working to resolve open cases
- Skip Tracing skills
- Seeks, gathers and analyzes relevant data to address problems effectively
4
Experience For Senior Resolution Specialist Resume
- Effectively perform work independently, and work cooperatively with others to promote a positive team environment
- Advanced member/customer service skills
- Comprehensive experience in dispute resolution and chargebacks and demonstrated knowledge of chargeback regulations
- Demonstrated ability to work independently and exercise good judgment, logic, and initiative
- Strong follow up; excellent time management
- Work with various skill sets and levels of experience
- Makes good decisions based on analysis, experience, and judgment
- PC skills to include Excel and Word
5
Experience For Denial Resolution Specialist Resume
- Willingness to learn and actively seek out information and skills to improve service to the University's clients
- Communicate effectively with different levels of internal and external customers
- Communication Skills-both written and verbal
- Spanish or 2nd language skills are desirable
- Basic knowledge in database administration skills
- Basic knowledge in Unix/Linux system administration skills
- Suitable math skills
- Excellent knowledge of Excel (creating and using pivot tables, advanced use of formulas which includes using vLookup, sorthing, filtering, etc)
- Experience and proficiency utilizing multiple systems for researching and inputting customer data
6
Experience For Executive Resolution Specialist Resume
- Asset account management and/or collections experience in commercial banking or equipment leasing
- Collection experience (including early and late stage) preferably in commercial banking, commercial credit cards or financial services
- Advanced use of Microsoft Excel combined with experience compiling data and generating system reports
- Demonstrated working knowledge of CPT, ICD, ASA, and HCPCS coding as it pertains to claims administration
- Analyze claim and work order facts, gather, review, research and document pertinent information to allow for sound, timely and cost effective decision making
- Develops effective working relationships at all levels and across departments
- Verify and aid in correcting invalid Sec of State status for corporate customers to protect VFS assets
7
Experience For No Fault Customer Claims Resolution Specialist Resume
- Acts as a model to department staff to demonstrate appropriate and professional manner for dealing with all customers
- Receives calls and assists clients, company representatives and Healthcare Representatives in resolving evidence application issues
- Negotiates resolutions with consumer in a balanced manner utilizing the Escalation team goodwill
- Balance customer expectations and service level goals by dealing with customers in an efficient and effective way
- 6+ months of experience in working within Medication Intake Team (MIT)
- Experience in enrollment, pharmacy and/or billing
- Experience with writing letters and can provide samples
8
Experience For Mortgage Resolution Specialist Resume
- One (1) to two (2) years of experience in hospital, billing or finances
- Major Area of Concentration: Any Accounting or Finance related field or equivalent in work experience
- Good understanding of the insurance industry and property casualty products
- Demonstrate willingness and ability to participate in, and complete, all required training programs
- DNA or other core processing system experience desired
- Previous experience in customer service, finance, accounting or a related field
9
Experience For Senior Resolution Specialist Work Comp Resume
- Previous experience working with AS400, CAS Mainframe and SAP
- Previous analytical experience with high aptitude for research, analysis, and problem solving
- Experience in an inbound call center taking high a volume of consumer calls
- One (1) year claims data entry and/or processing experience
- Customer facing experience, preferably in a retail, luxury brand
10
Experience For Lead Resolution Specialist Liability Resume
- Documented experience with problem solving; de-escalation abilities; solution oriented
- Strong knowledge of the keyboard, personal computers, and various software packages including Excel and Word
- Experience working in sales organization(s), directly with Sales
- Demonstrated ability to achieve successful outcomes in handling difficult situations and clients/customers
- Demonstrated typing proficiency. (At least 50 WPM)
List of Typical Skills For a Resolution Specialist Resume
1
Skills For Customer Resolution Specialist Resume
- Strong desire to work with Retail Branches and build positive, trusting relationships with the Financial Consultant’s, Client Relationship Specialist’s and Branch Managers
- Excellentanalytical, troubleshooting, organisational and problem solving skills
- Organized, ability to multi task and prioritize work load; time management skills
- Strong Microsoft Windows, Word, Access and Excel skills
- Demonstrate ability to deal effectively with all employees and external business contacts while conveying a positive service-oriented attitude
- Basic skills - demonstrates ability to organize, perform and track multiple tasks
2
Skills For Claims Resolution Specialist Resume
- Excellent de-escalation and negotiation skills
- Excellent customer service skills that include the ability to explain complex policies or concepts in a straightforward, easy to understand manner
- Strong written, verbal, documentation, organizational and interpersonal skills are required
- Able to prioritize, multitask, and use critical thinking skills to problem solve and research solutions
- Strong computer and organizational skills with the ability to multitask
- Two years experience in billing/collections position, including experience handling complicated billing situations
3
Skills For Account Resolution Specialist Resume
- Works effectively with others by establishing and maintaining positive working relationships built on mutual respect and trust
- Technical troubleshooting, critical thinking, and problem-solving skills
- Work independently as well as in a cross –functional team environment by collaborating with others and shrilling tools, skills and knowledge
- De-escalates consumer calls by displaying empathy and active listening skills
- Perform effectively as a team member, supporting a client-focused environment
- Proven professional writing experience
- Well-developed communication skills with the ability to interact with multiple levels (including executives) within the organization
- Communicate effectively, both verbally and in writing, with all levels of external and internal customers
- Achieves passing scores on pre-employment skills tests
4
Skills For Senior Resolution Specialist Resume
- Demonstrates the ability to clearly define problems, identify root causes and generate effective solutions across all channels
- Superior customer service and escalation resolution skills
- Intermediate Microsoft Office computer skills to include proficiency in Excel
- Proficient computer skills in Microsoft products: Outlook, Word, Excel and PowerPoint
- Effectively manages client and other communications and maintains claim notes and status reports timely and accurately
- Intermediate computer navigation and Microsoft Office skills
- PC skills to include use of Microsoft Excel and Word
- Cooperates and communicates in an effective, professional manner with supervisor, management, peers, general staff, physicians, other personnel
5
Skills For Denial Resolution Specialist Resume
- Skill in identifying problems, researching and recommending resolutions
- Extensive experience using auditing or accounting methods, preferably in a financial institution
- Effective at influencing a conversation to successful outcome; handling objections or conflict successfully with unwavering professionalism
- Experience using the following systems: Synergy/Lean, Commit, AS400/iSeries, Superstation and Interact
- Experience using the following but not limited to systems: Superstations, Synergy/Lean, and Interact
6
Skills For Executive Resolution Specialist Resume
- Demonstrate self control by maintaining composure and keeping emotions in check even in difficult situations
- Uccessful experience in a customer service recovery role, resolving customer complaints regarding Cox or related industry products and services
- Experience using Windows-based PCs and Microsoft Office (Word, Excel and Outlook) in a work setting
- Proven track record of analyzing and solving problems
- Two (2) years’ experience in a related field (medical billing/collections/managed care/accounting)
7
Skills For No Fault Customer Claims Resolution Specialist Resume
- Essential: Strong working knowledge of relevant software including Microsoft Office, Word and Excel
- Experience addressing client service issues from/with a wide array of field partners and contact mechanisms
- Analyze a variety of issues/problems (ranging from simple to very complex), with strong attention to detail
- Extensive experience with Deposit product servicing and in depth research
- In-depth experience with Credit Card research and servicing
- Experience with handling escalated customer issues
- Extensive experience with Card product servicing and in depth research
8
Skills For Mortgage Resolution Specialist Resume
- In-depth experience with Debit Card research and servicing
- Demonstrates knowledge of MS Office including Outlook, Word and Excel
- Maintain effective working relationships with clients, the public and business contacts
- Experience in financial services/banking environment/regulations
- Entry Rate: $15.33 (varies depending on experience)
9
Skills For Senior Resolution Specialist Work Comp Resume
- Demonstrated proficiency using ICOMS, iNAV or comparable industry systems
- Previous experience interacting with senior leadership, customer advocacy groups, and other interested parties
- Experience working in clerical or administrative capacity
- Experience meeting strict deadlines
- As a Customer Care Associate/Specialist which includes working in a inter/intra department capacity or equivalent internal experience
- Good understanding of MS Office Suite
- Experience working with sales organizations - directly with Sales
- Responsible for contacting Members who have indicated a negative experience through the Anniversary and Post Transaction Club Survey
- Demonstrates willingness and ability to participate in all required training programs
10
Skills For Lead Resolution Specialist Liability Resume
- Negotiates resolutions with consumer in a balanced manner utilizing the Escalation team goodwill guidelines
- Passion for service, positive attitude, enthusiasm, professionalism, strong client focus,
- A team player who drives engagement, and strong desire to help people
- Four years general customer service experience
- Entry Rate: $15.33 (varies based on experience)
- Completes work assignments and priorities
- Customer service experience, preferably within a call center
List of Typical Responsibilities For a Resolution Specialist Resume
1
Responsibilities For Customer Resolution Specialist Resume
- Responds and replies to Collections Hotline Complaints. Researches the complaint and recommends the appropriate course of action to management. Follows up with management when needed, and ensures that a response or a resolution is offered to the borrower
- Resolution Specialist has the authority to resolve ACH corrections, overdraft situations, and fee corrections (NSF, late fees, and incorrect fees) independently of management
- Demonstrates knowledge of basic accounting skills
- Negotiation and settlement skills.
- Essential: Ability to communicate effective both verbally and in writing
- Experience training in an operational or production-based environment
- Previous health care billing experience
- Demonstrates a commitment to quality improvement
- Closed Loop Resolution – effective, solution oriented resolution
2
Responsibilities For Claims Resolution Specialist Resume
- At least a year experience with current employer
- Customer service experience in a performance managed environment similar to Altice USA’s is required
- BA/BS in business or related field or equivalent related experienced
- Cooperates with team members to ensure the smooth operation of the department
- Essential: Ability to prioritize tasks, organizes, negotiate, and make important decisions
- Demonstrate accountability, compliance, and adherence to quality standards, ADP policies, SAS70 and confidentiality
3
Responsibilities For Account Resolution Specialist Resume
- Claim processing experience
- Share information, knowledge and experience with colleagues
- Manage multiple priorities and work under pressure to meet compliance timeframes
- Exceptional business acumen and strong customer service orientation
- Demonstrated ability to understand, apply, and communicate complex regulations, instructions, and procedures
4
Responsibilities For Senior Resolution Specialist Resume
- Demonstrated initiative with ability to work both independently and in a team environment
- Experience with various Contact or Call Center computer related technologies
- Relevant AP experience
- AP experience
- Club Counselor experience
5
Responsibilities For Denial Resolution Specialist Resume
- Experience in a “Help Desk” or “Escalations Department”
- Experience with audits and knowledge of the sales force system
- One (2) to two (2) years of experience as a lead in a team environment
- Limited supervision and effective teamwork
- Two years of experience in automated, computerized account follow-up systems
- Two years of experience in customer service in healthcare
- Highly organized with demonstrated attention to detail and ability to meet deadlines and multi-task; sense of urgency
- Solid technical knowledge of technical products
- General office experience required
6
Responsibilities For Executive Resolution Specialist Resume
- Healthcare/insurance industry experience
- Mortgage collection experience
- Have good knowledge domain
- Demonstrate the ability to maintain composure in stressful situations and diffuse upset customers
- High attention to detail with the ability to handle multiple priorities
- Able to Communicate with a Variety of Professions and/or Skill Levels
- 6-12 months of relevant experience demonstrating requirements for the job
7
Responsibilities For No Fault Customer Claims Resolution Specialist Resume
- Experience having primary accountability
- Typically has 2-4 years customer service experience in a call center environment
- Demonstrates flexibility and responds positively to change
- Customer support experience
- Tracking and escalating technical issues as needed
- Building Product knowledge and a general understanding of residential/commercial construction
- Responding in writing or by phone to members concerns
- Working knowledge of Microsoft Office and company operating systems
8
Responsibilities For Mortgage Resolution Specialist Resume
- Understanding of the internal landscape, business logic and systems is essential
- Understanding of government programs (Medicaid, Medicare, SSDI)
- Processing Technical Tickets
- Banking and investments plans
- Interviewing 11/28, 11/30, 12/5, and 12/7
- Resolving escalations with High Profile customers
- Understanding of escalation procedures to ensure tasks are completed in a timely manner and closed loop process is met
- Billing knowledge of CPT functions
9
Responsibilities For Senior Resolution Specialist Work Comp Resume
- Understanding of key regulations and risk impact to the bank
- Responsible for resolving resort relocation and overbooking challenges involving Club Members
- Anticipates what customers are feeling and thinking and is able to proactively address concerns; avoiding development of a negative situation or escalation
- Actively participate in team huddles and meetings by way of sharing knowledge, requesting information, and recommending process improvements
- Apply knowledge learned in training from various forms (memos, classroom training, on-line training, meetings, discussions, etc.)
- Responsible for answering the internal service helpline supporting Club Counselors and taking over calls when a supervisor is requested by a member
- Corporate Campus Amenities including a fitness and wellness center, child care, banking, dry cleaning and more
- Corporate Campus Amenities including a fitness and wellness center, summer weekly farmer’s market, banking, dry cleaning, and a whole lot more
- Critical thinking ability, think outside of box, ask probing questions
10
Responsibilities For Lead Resolution Specialist Liability Resume
- Full understanding of Loan Servicing that would include FNMA, FHLMC, FCRA and CFPB guidelines
- Daily and/or weekly work on reducing PO/Invoice matching reports
- Develop and maintain research and resolution knowledge via the continued knowledge gain using TMS curriculum as well as seeking out subject matter expertise
- Identify and resolve systemic or broad client impacting issues related to Billing, Order Entry, and Roll Call
- Provide training and mentoring of less tenured associates
- Research and resolve complex customer billing disputes, especially related to caps and non standard billing arrangements, to facilitate prompt payment
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