We are seeking a detail-oriented and proactive Resolution Coordinator to join our team in a fully remote capacity. In this role, you will be responsible for managing, investigating, and resolving customer or operational issues efficiently while ensuring a high standard of service delivery. You will act as a key liaison between customers, internal teams, and stakeholders to ensure timely and effective resolution of cases.
Location Requirement
This is a remote position open only to candidates residing in the United States. Applicants must have a valid U.S. work permit (U.S. Citizen, Permanent Resident, or authorized to work in the U.S. without sponsorship).
Key Responsibilities
Case Management & Resolution
Manage the full lifecycle of resolution cases, from intake and investigation to closure and follow-up.
Analyze issues, identify root causes, and implement appropriate solutions within defined SLAs.
Prioritize and track multiple cases simultaneously while maintaining accuracy and attention to detail.
Customer & Stakeholder Communication
Serve as the primary point of contact for clients or internal stakeholders regarding issue resolution.
Provide timely updates, clear explanations, and professional communication throughout the resolution process.
Escalate complex or high-risk issues to appropriate teams when necessary.
Collaboration & Coordination
Work cross-functionally with departments such as operations, technical support, compliance, and customer service.
Coordinate efforts to ensure alignment and efficient resolution of issues.
Support continuous improvement initiatives by sharing insights and feedback with leadership.
Quality Assurance & Compliance
Ensure all resolutions comply with company policies, regulatory requirements, and quality standards.
Maintain accurate documentation of case activities, outcomes, and lessons learned.
Monitor trends and recurring issues to recommend process improvements.
Required Qualifications
Bachelor's degree in Business Administration, Communications, or a related field (or equivalent work experience).
Minimum of 2–4 years of experience in customer service, case management, operations support, or dispute resolution.
Strong problem-solving and analytical skills with a solutions-oriented mindset.
Excellent written and verbal communication skills.
Ability to manage multiple priorities in a fast-paced, remote work environment.
Proficiency with CRM systems, ticketing tools, or case management platforms (e.g., Salesforce, Zendesk, ServiceNow).
Preferred Qualifications
Experience in industries such as finance, healthcare, insurance, or technology support.
Familiarity with compliance standards and regulatory environments.
Background in process improvement or quality assurance.
Strong attention to detail and organizational skills.
Compensation & Benefits
Performance-based incentives and bonus opportunities
Flexible remote work environment
Paid time off (PTO) and holidays
Professional development and training opportunities
Access to company tools, resources, and support systems
Work Schedule
Full-time or part-time options available
Standard U.S. business hours, with occasional flexibility based on business needs