Buyer Experience Advocate & Policy Specialist

Colonial Group; Irvine (CA); On-site; USD 90,000 - 130,000; Full time

Job summary

Colonial Group is seeking a seasoned Buyer Suspension Policy specialist to manage inbound buyer support, interpret suspension rules, and oversee the end-to-end case file process. You will draft recommendations for leadership and coordinate with Legal, Compliance, and Asset Management as needed.

The role emphasizes precise policy application, expert communication, and proactive escalation for complex buyer scenarios, influencing policy updates and process improvements.

Qualifications

• Experience interpreting suspension policies and applying rules to cases.
• Strong written communication for case documentation and recommendations.
• Ability to train and calibrate teams on policy and SOPs.

Responsibilities

• Own suspension and appeal intake from the suspensions inbox, record in Salesforce from open to close.
• Verify requests against explicit suspension rules and gather required records; contact buyer by phone then email.
• Document complete case file with request, materials, applicable rules, and recommended decision and scope.
• Escalate to Decision Authority with a written recommendation; awaiting final confirmation.
• Handle appeals by maintaining original case file, buyer's appeal, and changes; return to Decision Authority.

Skills

Policy interpretation

Inbound buyer support

Case management

Job description

Colonial Group is seeking a seasoned Buyer Suspension Policy specialist to manage inbound buyer support, interpret suspension rules, and oversee the end-to-end case file process. You will draft recommendations for leadership and coordinate with Legal, Compliance, and Asset Management as needed.

The role emphasizes precise policy application, expert communication, and proactive escalation for complex buyer scenarios, influencing policy updates and process improvements.