**Experienced Customer Resolution Representative – Complex Issue Resolution and Stakeholder Management**

Are you a results-driven professional with a passion for delivering exceptional customer experiences? Do you thrive in fast-paced environments where no two days are the same? If so, we invite you to join blithequark's team as an Experienced Customer Resolution Representative. In this critical role, you will be responsible for managing complex and sensitive customer issues, building strong relationships with stakeholders, and driving resolution through direct mediation and negotiation. **Why blithequark?** At blithequark, we believe in empowering our employees to grow and succeed in their careers. As a top-ranked company in the financial services industry, we offer a dynamic and supportive work environment that fosters collaboration, innovation, and continuous learning. Our commitment to diversity, equity, and inclusion is reflected in our employee-welfare-centered business approach, which prioritizes the well-being and financial health of our employees. **About this role:** As an Experienced Customer Resolution Representative, you will be the primary point of contact for customers experiencing complex issues related to financial products and services. Your expertise will be essential in assessing customer circumstances, conducting extensive research, determining appropriate courses of action, documenting and communicating findings, and supporting the issue through direct mediation as applicable. You will also manage stakeholder relationships with customers, family members, legal representatives, and business partners. **Key responsibilities:** * Support internal and external customers with inquiries and complaints regarding financial products and services * Seek ways to determine appropriate course of action, conduct investigative steps to identify the issues, and process complex transactions online * Perform complex initiatives to resolve client issues and review complaints for regulatory and non-regulatory flags and classify risks appropriately in case management system to ensure customer issues are addressed timely and efficiently while maintaining compliance with internal company requirements and standards * Receive direction from supervisors and escalate concerns/questions for direction * Interact with internal and external customers to respond to the raised concerns, as well as determine appropriate course of action * Serve as an intermediary between parties to resolve disputed matters, negotiates, and enact settlements accordingly **Essential qualifications:** * 2 years of experience in a Financial Services environment, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education * Knowledge and understanding of financial services industry: compliance, regulatory, or legal operations * Experience resolving and working through escalated and complex customer issues * Knowledge and understanding of consumer products, policies, and procedures * Ability to navigate multiple computer systems, applications, and utilize search tools to find information * Experience interacting positively with difficult or irate customers * Strong research and documentation skills * Excellent verbal, written, and interpersonal communication skills * Strong analytical skills with high attention to detail and accuracy * Ability to interact with all levels of an organization **Preferred qualifications:** * Participation in an industry group or organization that aligns with blithequark's support of Diversity, Equity & Inclusion * Bilingual speaking proficiency in Spanish/English * Knowledge of MSP, HOGAN, UW, and ECMP software platforms * Advanced Microsoft office knowledge (Excel, Word, SharePoint) * Knowledge and understanding of operations support in a operations center * Strong organizational, multi-tasking, and prioritizing skills **Work environment and company culture:** At blithequark, we pride ourselves on creating a dynamic and supportive work environment that fosters collaboration, innovation, and continuous learning. Our team is passionate about delivering exceptional customer experiences and is committed to making a positive impact in the communities we serve. We offer a range of benefits and perks, including: * Competitive salaries and one of the richest benefits packages in the industry * Total Rewards program focusing on wellness, work-life balance, and the financial health of our employees * Opportunities for career growth and development * Collaborative and inclusive work environment * Recognition and rewards for outstanding performance **Compensation, perks, and benefits:** We offer a comprehensive compensation package that includes: * Competitive salary * Benefits package including medical, dental, and vision insurance * 401(k) retirement plan with company match * Paid time off and holidays * Opportunities for career growth and development * Recognition and rewards for outstanding performance **How to apply:** If you are a motivated and results-driven professional with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your application through our website, including your resume and a cover letter outlining your qualifications and experience. **Equal employment opportunity:** blithequark is an equal employment opportunity employer and welcomes applications from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law. **Accommodation for applicants with disabilities:** We are committed to providing reasonable accommodations to applicants with disabilities. If you require an accommodation during the application or interview process, please visit our Disability Inclusion page for more information. **Drug and alcohol policy:** blithequark maintains a drug-free workplace. Please see our Drug and Alcohol Policy to learn more. **About blithequark:** blithequark is a leading financial services company that provides a diversified set of banking, investment, and mortgage products and services. We are committed to building a sustainable, inclusive future for all by supporting housing affordability, small business growth, financial health, and a low-carbon economy. Apply for this job