Case Resolution Associate

The Case Resolution Team is focused on ensuring that our internal and external customers receive timely resolution and a high level of service to their questions, concerns, and requests through the Connected platform.

• Provide world class service during every interaction to ensure high quality customer experience and timely/effective resolution of inquiries submitted.
• Answer customer requests or inquiries concerning general data updates, billing, pay discrepancies, expenses, spread and commissions, etc.
• Capture, assign and resolve complex inquiries through the internal issue resolution system, respond to a high volume of inquiries in a back‑office center operations environment.
• Develop and maintain positive customer relations and coordinate with various groups within the center and field office to ensure customer requests and questions are handled appropriately and in a timely manner.
• Communicate with relevant stakeholders (e.g. field producers, BSA, etc.) to inform on the final resolution details within the expected timeframe per service level agreements (SLAs).
• Suggest improvement initiatives with relevant stakeholders (field producers, BSA, TEA/TES) to keep the service delivery model moving toward a best in class environment.

• Dedicated to serving the customer in a professional and courteous manner.
• Capability of working in a team‑oriented environment that is fair, open and honest.
• Ability to effectively time manage (prioritize, organize, problem‑solve and meet strict goals/deadlines).
• Ability to communicate effectively and provide timely follow‑up.
• Excellent organizational skills and attention to detail.
• Action‑oriented, using rigorous critical thinking and logic.
• Intermediate computer skills (Microsoft Excel, Word and Power Point) with a willingness to learn new software technologies relevant to the position (e.g. Salesforce/Cases).
• Ability to leverage multiple systems to solve complex problems.

Compensation: $48k with $4k annual bonus paid quarterly

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. To view the EEO is the law poster . If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job‑related factors.