Overview

Elevate your career with a 2020 INC 500 company offering a competitive salary + 401k match + health benefits + extra paid time off, and more! Wesley Financial Group is hiring for the Customer Account Resolution Specialist position at a starting salary of $50k + additional earning incentives. you're likely asking yourself, "What in the world is a 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! What is a Customer Account Resolution Specialist? Think of yourself as your client's champion. As a Resolution Specialist at Wesley Financial Group, you'll walk alongside clients through every step of the timeshare cancellation process - setting expectations, building strategy, and making sure they never feel like they're navigating it alone. Your mission is simple: deliver an exceptional experience from start to finish while guiding each case toward a successful resolution.Never canceled a timeshare before? That's perfectly fine - we don't expect you to walk in with that expertise. What we do expect is someone who's organized, motivated, and genuinely energized by helping people. If you're a natural problem-solver with patience to spare and a team-first attitude, you'll fit right in.Important: This is an in-office position at our Franklin, TN headquarters. Candidates must live within 60 miles of Franklin, TN. What You'll Do Be your client's advocate - Actively guide clients through the timeshare termination process, keeping communication clear and expectations realistic at every stageMake the complex feel simple - Ensure clients fully understand each step and action being taken on their behalf throughout the disputeBuild tailored strategies - Draft client-specific action plans designed to move each case toward successful timeshare ownership terminationKeep response times tight - Reply to all client communication within department standards, and address every piece of client feedback within 24 hours with updates posted through chatter threadsMaintain pristine records - Keep all client files in Salesforce accurate, current, and thoroughly documentedCommunicate with consistency and professionalism - Whether it's email, phone, or mail, every touchpoint should reflect the same polished, caring standardElevate the team around you - Help foster a culture of accountability, efficiency, idea sharing, and a "we can always be better" mindsetStay ahead of the industry - Be a go-to resource for timeshare industry updates, trends, and general knowledgeJump in wherever you're needed - No task is beneath you; if something needs doing, you're ready to help What You Bring 2+ years of standout customer service and account management experience - this is a mustExceptional organizational skills - You keep everything in order without being remindedSharp problem-solving instincts - When a challenge shows up, you don't freeze; you figure it outA results-driven approach - You measure success by outcomes and hold yourself to a high barAttention to detail that doesn't quit - Accuracy matters to you, every single timeFlexibility and adaptability - You're energized by change, not threatened by itIntegrity that stands on its own - You do the right thing even when nobody's watchingA collaborative, team-first mindset - You make the people around you betterStrong work ethic and efficiency - You know how to work hard and work smart Preferred Experience Salesforce - Familiarity with managing client records and workflowsCustomer Service - A background in client-facing roles where experience matteredGoogle Workspace / Microsoft Office - Comfortable working across everyday business tools New Employees Receive: A MacBook for your work tasks, which means you'll enjoy a seamless and efficien