Remote Resolutions Leader: Escalations & Complaints

Endurance Warranty Services, LLC; Oregon; Híbrido; USD 90.000 - 110.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Paid training

Work From Home Opportunity

Computer Equipment Provided

401(k) with company match after 90days

Medical, Dental, and Vision Insurance

Voluntary Life Insurance

Internet Stipend

Paid Time Off

Holiday Pay

Descripción de la vacante

Endurance Warranty Services, LLC is seeking a Resolutions Manager to lead a dedicated team handling escalated customer complaints and regulator inquiries. You will own intake, investigation, resolution, documentation, and reporting, ensuring compliant, timely, and risk-aware outcomes aligned with company policy.

You will coach a team of twenty resolutions professionals, drive process improvements, audit case files, and coordinate with Legal, Compliance, Claims, Operations and CX to uphold

Formación

• Minimum 5 years of experience in resolutions management.
• Call center and/or conflict resolution experience required.
• Strong verbal and written communication across all levels.
• Experience coaching and leading a team.
• Excellent analytical and critical thinking, with investigation skills.
• Ability to assess legal, regulatory, reputational and customer risk.
• Ability to manage records and reporting with integrity.

Responsabilidades

• Oversee escalation handling and consumer complaint function end‑to‑end.
• Lead a twenty-person team, with coaching and performance reviews.
• Identify complaint patterns, root causes, and risk indicators.
• Maintain complete records of complaint activity and outcomes.
• Ensure timely, compliant, and fair resolution determinations.
• Draft formal responses to complaints and regulatory bodies.
• Monitor SLAs, backlog health, and resolution consistency.
• Collaborate with Legal, Compliance, Claims, and Operations.

Conocimientos

Resolutions management

Conflict resolution

Team leadership

Communication skills

Analytical thinking

Research & investigation

Record keeping

Regulatory awareness

Cross-functional influence

Attendance reliability

Descripción del empleo

Endurance Warranty Services, LLC is seeking a Resolutions Manager to lead a dedicated team handling escalated customer complaints and regulator inquiries. You will own intake, investigation, resolution, documentation, and reporting, ensuring compliant, timely, and risk-aware outcomes aligned with company policy.

You will coach a team of twenty resolutions professionals, drive process improvements, audit case files, and coordinate with Legal, Compliance, Claims, Operations and CX to uphold