Customer Account Resolution Specialist

Elevate your career with a 2020 INC 500 company offering a competitive salary + 401k match + health benefits + extra paid time off, and more!

Wesley Financial Group is hiring for the Customer Account Resolution Specialist position at a starting salary of $50k + additional earning incentives.

…you’re likely asking yourself, “What in the world is a Resolution Specialist?!”

Wesley Financial Group is the leading name in helping timeshare owners get out from under their timeshares. In the 12+ years we’ve been in business, we’ve created a tidal wave of excitement from timeshare owners needing help, and we’re looking for a new trusted Resolution Specialist to help the families we serve!

What is a Customer Account Resolution Specialist?

Think of yourself as your client's champion. As a Resolution Specialist at Wesley Financial Group, you'll walk alongside clients through every step of the timeshare cancellation process — setting expectations, building strategy, and making sure they never feel like they're navigating it alone. Your mission is simple: deliver an exceptional experience from start to finish while guiding each case toward a successful resolution.

Never canceled a timeshare before? That's perfectly fine — we don't expect you to walk in with that expertise. What we do expect is someone who's organized, motivated, and genuinely energized by helping people. If you're a natural problem-solver with patience to spare and a team-first attitude, you'll fit right in.

Important:
This is an in-office position at our Franklin, TN headquarters. Candidates must live within 60 miles of Franklin, TN.

• Be your client's advocate — Actively guide clients through the timeshare termination process, keeping communication clear and expectations realistic at every stage
• Make the complex feel simple — Ensure clients fully understand each step and action being taken on their behalf throughout the dispute
• Build tailored strategies — Draft client-specific action plans designed to move each case toward successful timeshare ownership termination
• Keep response times tight — Reply to all client communication within department standards, and address every piece of client feedback within 24 hours with updates posted through chatter threads
• Maintain pristine records — Keep all client files in Salesforce accurate, current, and thoroughly documented
• Communicate with consistency and professionalism — Whether it's email, phone, or mail, every touchpoint should reflect the same polished, caring standard
• Elevate the team around you — Help foster a culture of accountability, efficiency, idea sharing, and a "we can always be better" mindset
• Stay ahead of the industry — Be a go-to resource for timeshare industry updates, trends, and general knowledge
• Jump in wherever you're needed — No task is beneath you; if something needs doing, you're ready to help

• 2+ years of standout customer service and account management experience — this is a must
• Exceptional organizational skills — You keep everything in order without being reminded
• Sharp problem-solving instincts — When a challenge shows up, you don't freeze; you figure it out
• A results-driven approach — You measure success by outcomes and hold yourself to a high bar
• Attention to detail that doesn't quit — Accuracy matters to you, every single time
• Flexibility and adaptability — You're energized by change, not threatened by it
• Integrity that stands on its own — You do the right thing even when nobody's watching
• A collaborative, team-first mindset — You make the people around you better
• Strong work ethic and efficiency — You know how to work hard and work smart

• Salesforce — Familiarity with managing client records and workflows
• Customer Service — A background in client-facing roles where experience mattered
• Google Workspace / Microsoft Office — Comfortable working across everyday business tools

New Employees Receive:

• A Mac Book for your work tasks, which means you'll enjoy a seamless and efficient work experience, aiming to reduce your stress associated with technical issues.
• A weekly pay schedule to ensure you have a reliable, steady income, which means you can…