Resolution Coordinator

We are seeking a detail-oriented and proactive Resolution Coordinator to join our team in a fully remote 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

Bachelors degree in Business Administration Communications or a related field (or equivalent work experience).

Minimum of 24 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