Customer Account Facilitation Specialist at Wesley Group – Franklin, Tennessee

Title: Customer Account Facilitation Specialist

Department: Relationship Management Team
Location: Franklin, TN (In-Office)
Schedule: Monday - Thursday 9:00 AM – 5:00 PM, Friday 9:00 AM – 3:00 PM

Join a Culture Like No Other!
Are you ready to be part of a team that values collaboration, growth, and creating exceptional experiences for clients? At Wesley Financial Group, we’re more than just a workplace – we’re a community that thrives on innovation, support, and making a difference.

We’re looking for a Customer Account Facilitation Specialist to join our dynamic team. This role is at the heart of our mission: helping clients navigate the timeshare exit process to secure successful outcomes, all while ensuring an unparalleled customer experience.

Why You’ll Love Working Here:

• Comprehensive Benefits: Medical, Dental, and Vision Insurance.
• Secure Your Future: 401K with a generous company match.
• Time to Recharge: Generous PTO – start accruing from day one!
• Balanced Schedule: Enjoy great work-life harmony with a friendly Monday-Friday schedule.
• Celebrate & Connect: Participate in engaging company-wide events, team-building activities, and employee recognition programs.
• Onsite Perks: Access our fitness center, relax in team lounge areas, or enjoy food trucks and courtyard spaces.
• Growth & Coaching: Learn from industry professionals committed to your success.
• Diverse & Inclusive: We embrace what makes each team member unique!

Your Role:

Serve as the main point of contact for clients, facilitating clear communication and setting expectations
Negotiate effectively with clients and other contacts to achieve optimal outcomes
Handle challenging client situations with strong de-escalation skills

Ensure timely submission of clients for release with accurate documentation
Deliver exit packages promptly and with attention to detail
Manage a live call queue and team email inbox with responsiveness and professionalism

Maintain thorough, accurate client records in Salesforce
Manage both existing and new client files collaboratively within the team

Respond to emails, calls, and client feedback within 24 hours

Maintain consistent professional communication via phone, email, and mail

Key Skills and Proficiencies:

Proven negotiation and conflict resolution skills

Strong de-escalation and problem-solving abilities

Results driven and outcome focused

Excellent written and verbal communication skills

Exceptional interpersonal skills and professionalism

Ability to work independently and within a team

Strong time management and multi-tasking abilities

Flexibility and adaptability in a fast-paced environment

High attention to detail and accuracy

Ability to prioritize tasks and delegate when appropriate

Proficiency with Salesforce, Excel, Google Sheets, and Google Workspace

Prior customer service experience is required minimum of 2 yrs

Ready to Make a Difference?
This is more than just a job – it’s your chance to be part of something meaningful, in a workplace that values your unique talents and fosters your professional growth.

Apply now and discover what makes Wesley Financial Group truly stand out. We can’t wait to welcome you to the team!

Please remember to check both your inbox and spam folders for all application and interview-related communications after you apply.

Location: Franklin, TN (In-Office) Schedule: Monday - Thursday 9:00 AM – 5:00 PM, Friday 9:00 AM – 3:00 PM