Customer Service | Resolution Specialist

Overview

Elevate your career with a 2020 INC 500 company offering a competitive salary plus benefits. Wesley Financial Group is hiring for the Customer Service | Resolution Specialist position with a starting salary of $50k plus additional earning incentives. We help timeshare owners get out from under their timeshares and are looking for a new trusted Resolution Specialist to support the families we serve.

The Resolution Specialist works with our clients to assist them in canceling their timeshare. The focus is to ensure a best-in-class customer experience while providing strategic guidance throughout the dispute timeline. The ideal candidate is organized, motivated, optimistic, flexible, patient, a team player with strong problem solving skills. If you don’t have experience canceling timeshares, that is not a disqualifier.

Hours:

Monday – Thursday, 9am – 5pm;
Friday, 9am – 3pm. Fridays are earned work-from-home days.

• A Mac Book for work tasks to enable a seamless and efficient work experience.
• A weekly pay schedule for reliable income.
• A 401k program with company match.
• An employer-funded Health Savings Account (HSA) with comprehensive Medical, Dental, and Vision Insurance.
• 9 paid holidays.
• Access to office health and wellness facilities (fitness center, natural courtyard).
• A culture featuring food trucks, lounge areas, and occasional foosball tournaments.
• Continuous coaching from industry professionals.

• Ability to be flexible and adaptable
• Strong organizational skills and attention to detail
• Strong problem solving skills to address client needs
• Outcome-oriented/Results-focused
• Ability to work hard and efficiently, helping wherever necessary
• Accountability for doing what’s right
• 2+ years of providing impeccable customer service and account management
• Energy and adaptability to change
• Must live within 60 miles of Franklin, TN (in-office role)

• Actively work with and advocate for clients, setting clear expectations during the timeshare termination process
• Ensure clients understand each step of their dispute
• Draft strategic, client-specific action steps to move toward termination
• Respond to client communications within department standards
• Address client comments submitted via feedback form within 24 hours and update via chatter thread
• Maintain accurate and up-to-date client records in Salesforce
• Maintain professional communication with clients via email, mail, and phone
• Contribute to a positive team environment focused on accountability and efficiency
• Lead with industry updates, trends, and general knowledge

• Salesforce
• Customer Service
• Google Suite / Microsoft Office

Wesley Financial Group has been in business for over 10 years. We are a 200+ employee company with a platinum rating through Dun & Bradstreet and were ranked on INC 500 in 2020 as the 203rd fastest-growing privately held company in the U.S. We’ve won over 75 business awards since 2020.

Additional perks include leadership training and advancement opportunities, robust employee recognition, company-wide community outreach programs, engaging events, strong work/life balance, and a values-driven team environment.

Wesley is an Equal Opportunity Employer. We verify employment eligibility for all new hires using E-Verify.