Resolutions Analyst

Role Overview

• Manage and resolve customer inquiries submitted through our Resolution inbox
• Ensure each case is thoroughly documented, followed up on, and brought to completion
• Handle customer correspondence and escalate compliance-sensitive communications
• Collaborate cross-functionally with Operations, Compliance, and QA to maintain service quality
• Train new team members and deliver performance feedback
• Attend strategic planning meetings and produce weekly and monthly trend reports

Requirements

• Review, distribute, follow up, and reply to all cases received in the Resolution inbox to manage Customer Request Forms
• Notate each account in detail when receiving important information from customers
• Notate accounts to follow up on responses from Operations or other departments
• Follow up on each CRF until completion/resolved status; escalate when necessary
• Submit and answer foreign customer emails
• Inform and submit emails that constitute Cease and Desist notifications, Written Disputes, or Qualified Written Requests to the Compliance Officer for proper handling
• Provide feedback to Supervisors and Trainers based on trends shown in the resolutions inbox
• Prepare tracking reports (CRF analysis and monthly report including number of cases received, pending, completed, and escalated)
• Able to react to change productively and handle other tasks as assigned
• Assist in training and orientation of all new team members
• Communicate all relevant changes and updates to Supervisors, Team Leaders, and Management
• Provide monthly review meetings with each team to summarize their previous month’s performance
• Provide constructive performance feedback together with the Supervisor whenever needed
• Attend strategic planning meetings regarding Resolutions and send a recap to Collections team Management
• Request call auditing and account analysis from QA or Compliance specialists to make adjustments, recommendations, or take necessary actions to improve the quality of service and results
• Make the necessary recommendations to enforce, review, and evaluate current policies and procedures
• Produce weekly and monthly reports showing trending topics and completion status
• Follow the escalation policy defined by the Collections Manager and Resolutions Analyst to maintain a world-class service standard
• Make recommendations to the Training and Supervision Staff based on trends shown in weekly and monthly reports

Tech Stack

• React

Benefits

• High school diploma or GED required; associate’s or bachelor’s degree in Business Administration, Communications, or a related field preferred
• Familiarity with AI tools and a willingness to leverage them to improve efficiency and streamline day-to-day administrative tasks
• 1–2 years of experience in customer service, collections, or loan servicing
• Prior experience handling written customer complaints, disputes, or escalations preferred
• Familiarity with compliance requirements such as Cease and Desist, FDCPA, RESPA, or Qualified Written Requests is a plus
• Strong written and verbal communication skills
• Excellent attention to detail and ability to document accounts accurately
• Proficient in Microsoft Office Suite, particularly Outlook and Excel
• Ability to navigate loan servicing or CRM platforms
• Strong organizational skills with the ability to manage high volumes of cases simultaneously
• Ability to identify trends and escalate issues appropriately
• Professional and composed when handling sensitive or escalated customer situations
• Self-motivated with the ability to work independently and meet deadlines
• Collaborative team player who communicates proactively with supervisors and cross-functional teams
• Adaptable and able to handle shifting priorities in a fast-paced environment