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Client Escalations Specialist

Date Posted: May 17, 2026
Yearly: USD - USD

Job Detail

  • location_on
    Location Franklin Park, Tennessee, United States of America
  • desktop_windows
    Job Type: Permanent
  • schedule
    Shift:
  • analytics
    Career Level:
  • group
    Positions:
  • calendar_view_day
    Experience:
  • male
    Gender: No Preference
  • school
    Degree:
  • calendar_month
    Apply Before: Jun 17, 2026

Job Description

Overview

The Client Escalations Specialist at Wesley Financial Group plays a critical role in ensuring exceptional client experiences during the timeshare exit process. This position involves addressing escalated client concerns, leading de-escalation efforts, and collaborating with various departments to resolve issues efficiently and empathetically.

Key responsibilities

  • Own the escalation process using Salesforce to manage all assigned escalations from start to resolution
  • Be accessible and reliable for clients to schedule appointments
  • Research client disputes by reviewing recorded calls and notes in Salesforce
  • Perform de-escalations via phone and email with empathy and professionalism
  • Provide objective feedback on process improvements to reduce client complaints
  • Collaborate with departments to connect clients with appropriate teams for additional assistance
  • Communicate clearly and fairly, delivering efficient feedback to employees
  • Promptly address communication via Slack, emails, and Salesforce
  • Take on additional tasks and responsibilities as needed

Required skills

  • 3+ years in a similar role focusing on de-escalation and conflict resolution
  • 1+ year of experience with Salesforce and Google Suite
  • Excellent time management and multitasking skills
  • Outstanding written and verbal communication skills
  • Positive, professional attitude in client interactions
  • Flexibility and adaptability in shifting priorities
  • Ability to maintain a fair and objective mindset
  • Composure when communicating with stressed or frustrated clients

What the company offers

  • Comprehensive Benefits: Medical, Dental, and Vision Insurance
  • 401K with a generous company match
  • Generous PTO starting from day one
  • Friendly Monday-Friday work schedule
  • Engaging company-wide events and team-building activities
  • Access to fitness center and team lounge areas
  • Growth opportunities with industry professionals
  • Embraces diversity and inclusivity in the workplace

Skills Required

Company Overview

Franklin Park, Tennessee, United States of America

Wesley Group fosters a collaborative and supportive workplace culture dedicated to client success and employee growth. The organization emphasizes innovation and community involvement and offers various employee benefits to enhance work-life balance... Read More

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