Resolution Specialist in SANDY, Utah at Mountain West Financial, LLC

The Problem Resolution Specialist is responsible for investigating, analyzing, and resolving complex customer or operational issues. This role serves as a critical point of contact for escalated concerns, ensuring timely resolution while maintaining high standards of service, compliance, and customer satisfaction.

Key Responsibilities

• Serve as the primary point of contact for escalated issues requiring in-depth research and resolution

• Analyze problems by gathering relevant data, reviewing documentation, and identifying root causes

• Coordinate with internal departments (e.g., operations, compliance, customer service, IT) to resolve issues efficiently

• Communicate findings and resolutions clearly to customers, stakeholders, and leadership

• Ensure all resolutions comply with company policies, regulatory requirements, and service standards

• Track and document cases, including actions taken and final outcomes, within designated systems

• Identify trends in recurring issues and recommend process improvements or preventive solutions

• Maintain professionalism when handling sensitive or high-impact situations

• Meet established service level agreements (SLAs) and performance metrics

Required Qualifications

• High school diploma or equivalent (bachelor’s degree preferred)

• 5+ years of experience in operations, dispute resolution, or a related field

• 5+ years of experience in Mortgage Servicing

• Strong analytical and problem-solving skills

• Excellent written and verbal communication abilities

• Ability to manage multiple priorities and work under pressure

• Detail-oriented with strong organizational skills

• Experience handling escalations or complex case resolution

• Knowledge of regulatory or compliance frameworks (industry-specific)

• Background in financial services, mortgage servicing, or similar industries

Core Competencies

• Critical thinking and root cause analysis

• Conflict resolution and de-escalation

• Customer focus and service excellence

• Collaboration and cross-functional teamwork

• Accountability and ownership

Work Environment

• In Office work environment

• May require extended hours or flexibility based on case volume and urgency