Resolution Specialist

WHAT WE DO: LoanMart provides fast, professional assistance to financially stressed or credit-challenged borrowers. Our place in the community was built over twenty-five years, growing from a family-owned single storefront in Van Nuys into the largest auto title lender in California.

POSITION OVERVIEW:

The Resolution Specialist plays a critical role in delivering high-quality customer support through written communication. This position is responsible for managing and resolving customer issues exclusively via email across multiple channels, ensuring timely responses, accurate resolutions, and positive customer experience. The ideal candidate is detail-oriented, adaptable, and thrives in a fast-paced environment while maintaining professionalism and empathy in every interaction.

Success in this role is measured by email volume handled, quality and accuracy of responses, average handle time, and adherence to documentation standards and compliance requirements. 

Resolution Specialists operate with agent-level authority.  Any resolution outside current processes require management approval.  Escalations must be immediately reviewed by management and, when appropriate, forwarded to General Counsel.

KEY RESPONSIBILITIES:

• Manage and resolve customer emails across all channels within established service-level expectations (typically, 24 hours or less).
• Address account-related issues, customer complaints, and escalations efficiently and professionally.
• Use established email templates while also crafting original responses when situations require customized communication.
• Document all customer interactions, actions taken, and resolutions clearly and accurately.
• Escalate complaints or issues outside established Resolution Team processes to management for immediate review and approval.
• Collaborate with internal departments to ensure accurate and effective resolutions.
• Maintain a high level of attention to detail and adherence to internal processes and compliance standards.
• Assist with additional assignments as needed, such as outbound email campaigns.

PREFERRED SKILLS AND EXPERIENCE:

• Exceptional customer service skills with the ability to de-escalate complaints professionally.
• Strong written communication skills, including the ability to write clear, professional emails from scratch when necessary.
• Excellent attention to detail and organizational skills.
• PC literacy and comfort navigating multiple systems simultaneously.
• Ability to thrive in a fast-paced, high-volume environment.
• Strong collaboration skills and the ability to work effectively with cross-functional teams.

ADDITIONAL DETAILS: 

• Hybrid work schedule. Typical in-office days are Tuesdays and Wednesdays.
• Casual dress code. We value individuality and personal preference- wear what fits your lifestyle.
• Employees enjoy a complimentary espresso bar, breakfast, and grab-and-go snacks. Lunch is catered lunches every Tuesday.
• Health matters- We offer top tier medical, dental, vision plans. Free life Insurance and for-purchase supplemental insurance plans are also available.
• 401(k), Employee Assistance Programs.
• Multiple paid time off programs.

HYBRID WORK-FROM-HOME REQUIREMENTS:

• Reliable high-speed internet, secure Wi-Fi, and a stable power source to prevent disruptions.
• Secure, private workspace suitable for company equipment that is free of interruptions and background noise.
• Ability to maintain confidentiality and follow all security protocols.
• Ability and consent to participate in virtual meetings and remote monitoring.

Pay & Schedule Details: 

Hourly rate ranges between $19.00 - $21.00 per hour.  Non-discretionary bonus earnings increase the average hourly rate to $22.00 - $25.00, depending on performance.

WORKING AT LOANMART: Employees enjoy a work environment that rewards performance and celebrates accomplishments. We do not tie up good ideas in a bureaucratic maze; good ideas come from everywhere, and we want our employees to speak up and be recognized. Career advancement is a matter of turning an idea into an objective. If you're driven and meet the qualifications above, we want to hear from you.