Customer Service - Franklin - Wesley Finance Group

Description

Customer Service | Resolution Specialist

Wesley Financial Group is hiring for the Customer Service | Resolution Specialist position at a starting salary of $50k + additional earning incentives.

you're likely asking yourself, "What in the world is a Customer Service | Resolution Specialist?" Wesley Financial Group is the leading name in helping timeshare owners get out from under their timeshares. In the 12+ years we've been in business, we've created a tidal wave of excitement from timeshare owners needing help, and we're looking for a new trusted Resolution Specialist to help the families we serve

The Resolution Specialist position works with our clients to assist them in canceling their timeshare. The focus of this role is to ensure best-in-class customer experience for all of the clients you work with while providing strategic guidance throughout the dispute timeline. Don't have experience canceling timeshares? We don't expect you to.

The ideal candidate for this role is extremely organized, highly motivated, optimistic, flexible, patient, a team player and has strong problem solving expertise.

The hours for this role are Monday - Thursday, 9am - 5pm and Friday, 9am - 3pm. Fridays are earned work-from-home days.

New Employees Receive:

• A MacBook for your work tasks, which means you'll enjoy a seamless and efficient work experience, aiming to reduce your stress associated with technical issues.
• A weekly pay schedule to ensure you have a reliable, steady income, which means you can confidently manage your personal budget and financial obligations.
• A 401k program that includes a company match, which means your retirement savings get a significant boost, helping you achieve your long-term financial goals quicker.
• An employer-funded Health Savings Account (HSA) along with comprehensive Medical, Dental, and Vision Insurance, which means both your immediate and future healthcare needs are covered, reducing your financial stress related to health.
• 9 paid holidays, which means more time to recharge and be with loved ones, enhancing your overall job satisfaction and work-life balance.
• Access to our office's health and wellness facilities such as the fitness center and natural courtyard, which means you can easily incorporate fitness and relaxation into your workday, promoting a healthier, more balanced lifestyle.
• A unique culture featuring food trucks, lounge areas, and (occasional) foosball tournaments, which means a vibrant and collaborative work atmosphere, providing an opportunity for you to build meaningful relationships and have fun while working.
• Continuous coaching from industry professionals, which means you're set up for career advancement and personal growth, keeping you competitive in your chosen field.

Wesley Financial Group proudly promotes from within the organization. This practice is one factor that has led to a culture we are proud of.

Requirements:

• Ability to be flexible and adaptable
• Strong organizational skills and attention to detail
• Ability to utilize strong problem solving skills to address client needs/challenges
• Outcome-oriented/Results-focused
• Ability to work hard and efficiently, jumping in and helping wherever necessary.
• Ability to hold yourself accountable for doing what's right, even when nobody's watching
• 2+ years of providing impeccable customer service and account management
• Energized by change, and adaptable to an ever-changing industry
• Must live within 60 miles of Franklin, TN - this is an IN-OFFICE role in our Franklin, TN office

Responsibilities:

• Actively work with and advocate for clients, setting clear expectations throughout the timeshare termination process
• Ensure clients have a full understanding of each step/action throughout their dispute
• Draft strategic, client-specific action steps throughout the dispute with the goal of moving the client towards timeshare ownership termination
• Respond to all client communication within set department standards for response times
• Address all comments from clients submitted through the feedback form within 24 hours and provide an update through chatter thread
• Must maintain accurate and up to date client records in Salesforce
• Must maintain professional and consistent communication with your clients through email, mail, and phone correspondence
• Create positive team environment centered around accountability, efficiency, idea sharing, and a "we can always be better" mindset
• Be the leader for industry updates, trends, and general knowledge.

Preferred Experience:

• Salesforce
• Customer Service
• Google Suite/Microsoft Office

Why Wesley?

Wesley Financial Group, LLC 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, including:

• 2024 - Great Place to Work Certified
• 2023 Great Place To Work Certified
• 2023 Business Intelligence Group - Excellence in Sales & Marketing
• 2022 Inc. 5000 Fastest Growing Company
• 2021 Gold Stevie Award - Fastest Growing Company
• 2021 Fortune Magazine - Best Workplaces for Women
• 2021 Nashville Business Journal - Best Places to Work
• 2021 CEO Views - Top 50 Best Companies of the Year
• Inc. 500 Fastest Growing Company
• 2020 Fortune Magazine - Best Places Workplaces Millennials
• 2020 Business Intelligence Group - Best Places to Work

Aside from business accolades, Wesley Financial Group is strongly dedicated to giving back to the community. Through donations and volunteer work, we always strive to help others whether through our services or through our charitable work.

Additional PERKS for being a Wesley Employee:

• Leadership training and advancement opportunities
• Robust employee recognition programs
• Ability to participate in company-wide community outreach programs
• Fun engaging company-wide events and activities
• Outstanding work/life balance
• Spirited and passionate team environment with members who display core values of teamwork and integrity
• 9 Paid Holidays + 2 Floating Holidays
• Relaxation on-demand with our in-office massage chairsbecause we know how important it is to take a break and recharge

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