Service Resolution Representative

Talentoma; Minnesota; Remote; USD 51,000 - 57,000; Full time

Job summary

Talentoma is seeking a Service Resolution Representative to resolve policyholder service issues, coverage questions, and account discrepancies. This fully remote, full-time role focuses on guiding customers toward clear next steps and documenting outcomes accurately.

You will investigate concerns about billing, coverage and documents, explain policy details in plain language, and coordinate with billing, agencies, and carriers.

Qualifications

• Ability to review policy documents, account history, and customer correspondence.
• De-escalate concerns with empathy, professionalism, and sound judgment.
• Clear verbal and written communication for explaining coverage-related information.
• Familiarity with customer case platforms or contact-center software is helpful.
• Able to manage follow-ups independently in a remote work environment.
• Interest in identifying service gaps and supporting consistent resolution practices.

Responsibilities

• Investigate policyholder concerns involving billing, coverage, documents, or service delays.
• Explain policy details, premium activity, and available resolution options in plain language.
• Coordinate complex cases with policy services, billing teams, agencies, and carriers.
• Record contacts, research findings, commitments, and final outcomes in customer case notes.
• Review resolved cases for accuracy, timeliness, and recurring service patterns.

Skills

Empathy

Verbal communication

Written communication

De-escalation

Documentation

Remote work

Attention to detail

Problem solving

Team collaboration

Policy knowledge

Job description

Job Title: Service Resolution Representative

Monthly Pay: $4,600 - $5,100 USD per month

Summary:

This role resolves policyholder service issues, coverage questions, and account discrepancies rather than handling general office requests. As a fully remote, full-time representative, you will guide customers toward clear next steps while documenting outcomes accurately.

Job Responsibilities:

• Investigate policyholder concerns involving billing, coverage, documents, or service delays.
• Explain policy details, premium activity, and available resolution options in plain language.
• Coordinate complex cases with policy services, billing teams, agencies, and carriers.
• Record contacts, research findings, commitments, and final outcomes in customer case notes.
• Review resolved cases for accuracy, timeliness, and recurring service patterns.

Qualifications:

• Comfortable reviewing policy documents, account history, and customer correspondence.
• Able to de-escalate concerns with empathy, professionalism, and sound judgment.
• Clear verbal and written communication for explaining coverage-related information.
• Familiarity with customer case platforms or contact-center software is helpful.
• Able to manage follow-ups independently in a remote work environment.
• Interest in identifying service gaps and supporting consistent resolution practices.
• Fully remote work arrangement within the United States.
• Structured onboarding and role-specific learning resources.
• Collaborative team support and regular performance feedback.