Resolution Specialist

Leaf Home

Hudson, OH 44236

At Leaf Home, we are powered by people on a single mission to make home ownership easy. We’ve crafted a team of the very best to ensure we make a difference by winning every day. In addition to serving our customers, Leaf Home strives to build a welcoming and inclusive workplace. We are proud to be a certified
Great Place to Work®as well as a multi-year recipient of
Top Workplaces
recognition.

From competitive medical benefits to people-focused committees like the Women’s Committee, Diversity & Inclusion Committee, and Vet Connect, we are dedicated to making Leaf Home a workplace where you can win every day. Come grow your career with us.

• We Win
  – Being driven every day to win is who we are
• People Powered
  – Recognized as a top Ohio and U.S. workplace by Great Place to Work®, Energage, and more
• Family Feel with Enterprise-Level Resources
  – You are important to us, and we’ve built a culture you’ll love
• Support
  – Inclusion, sustainability, and reliability surround everything we do
• Personal Growth
  – Dedicated to providing resources and encouragement for employee growth
• Mobility
  – Locations throughout the U.S. and Canada, with continued expansion

The Resolution Specialist is responsible for managing and resolving complex customer issues, including escalated complaints, customer litigation matters, and insurance-related claims. This role serves as a key liaison between customers, legal teams, insurance providers, and internal departments to ensure timely, fair, and compliant resolutions while minimizing organizational risk in the United States and Canada.

• Review, investigate, and resolve high risk or escalated customer disputes in accordance with company policies and regulatory requirements.
• Collect and analyze documentation for escalated disputes that are in a pre-suit status or on a regulatory platform.
• Oversight and management of general liability insurance claims related to customer disputes, including claim intake, investigation, analyzing independent adjuster reports and recommending resolutions with authority to resolve.
• Collaborate with internal and external teams to gather all necessary data for case analysis and proposed resolutions across all types of high-risk platforms.
• Communicate clearly and professionally with customers to explain your findings, decisions, and outcomes.
• Act as the primary point of contact for customer-related litigation to outside counsel, to adjusters for insurance matters and to regulatory platforms for pre-litigation disputes.
• Document all findings, actions, and final decisions accurately within case management systems and case files.
• Maintain a strong understanding of dispute processes, product knowledge, and relevant regulations.
• Identify strategic trends & root causes of customer disputes as well as litigation matters to reduce future risk to the business.
• Track litigation cases through trial and appeal and ensure compliance with court deadlines and legal-related requirements. Also, ensure timely submission of insurance claims.
• Provide recommendations for process improvements and dispute prevention strategies.

• Bachelor's degree or a Combination of education, training, and experience.
• 3+ years of experience in dispute resolution, claims management, litigation support, insurance, or customer escalations.
• Complex understanding of the products and services available to customers and the ability to present each and/or all of them to a prospective client based on their specific needs.
• Ability to manage multiple complex cases simultaneously.
• Hold oneself accountable and responsible while being self-driven in accomplishing goals.
• High attention to detail and documentation accuracy.
• Ability to manage sensitive matters with professionalism and confidentiality.
• Excellent verbal and written communication skills & strong analytical and investigative abilities
• Ability to logically connect ideas, scrutinize and evaluate arguments, find inconsistencies and errors in work, solve complex problems, and engage in reflection.
• Ability to provide timely and empathetic service…