Resolution Specialist

About Leaf Home

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.

Why Leaf Home

• 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

Position Summary

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.

Essential Duties and Responsibilities:

• 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.

Experience and Minimum Qualifications:

• ​​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 through…