Resolution Specialist

Aqua Finance, Inc.

Resolution Specialist responsible for monitoring, tracking, and resolving borrower complaints at Aqua Finance. Providing 2nd level support to agents and facilitating resolution across departments.

Posted 6/27/2026full-timeRemote • Illinois, Minnesota, North Carolina • 🇺🇸 United StatesJuniorMid-LevelWebsite

About the role

Key responsibilities & impact

Monitoring, tracking, researching, and responding to borrower complaints received through non-regulatory channels
One-call resolution on complaint calls
2nd level support to assist agents with supervisor calls and answering questions
Ongoing monitoring of complaints and disputes across all channels
Research borrower’s accounts, documents, etc. against the complaints received
Write a clear summary of the problem and resolution
Perform professional and comprehensive issue resolution and service to build strong dealer relationships
Work with various departments to facilitate resolution

Requirements

What you’ll need

High School Diploma or GED equivalent required
2 years Customer Experience or Complaint management experience required
Bilingual (English and Spanish) candidates preferred
Financial industry experience preferred
Attention to detail and accuracy required
Excellent verbal and written communication skills required
Proficient in the utilization of Microsoft Office Suite
Ability to thrive in a fast paced work environment

Benefits

Comp & perks

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Hard Skills & Tools

Customer ExperienceComplaint managementIssue resolutionAttention to detailAccuracy

Soft Skills

Verbal communicationWritten communicationProfessionalismRelationship buildingProblem-solving

Certifications

High School DiplomaGED