Customer Account Resolution Specialist

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 confidently manage your personal budget and financial obligations.
• A 401k program that includes a company match, which means your retirement savings get a significant boost, helping you achieve your long-term financial goals quicker.
• An employer-funded Health Savings Account (HSA) along with comprehensive Medical, Dental, and Vision Insurance, which means both your immediate and future healthcare needs are covered, reducing your financial stress related to health.
• 9 paid holidays, which means more time to recharge and be with loved ones, enhancing your overall job satisfaction and work-life balance.
• Access to our office's health and wellness facilities such as the fitness center and natural courtyard, which means you can easily incorporate fitness and relaxation into your workday, promoting a healthier, more balanced lifestyle.
• A…