Appeal Resolution Specialist logs, tracks, and processes appeals and grievances. Sets up and maintains case files for each grievance and collects the information required by organizational policies and applicable regulations. Being an Appeal Resolution Specialist conducts research and coordination needed to evaluate, process, respond to, and refer or close appeals. May require an associate degree or equivalent. Additionally, Appeal Resolution Specialist typically reports to a supervisor. The Appeal Resolution Specialist works under moderate supervision. Gaining or has attained full proficiency in a specific area of discipline. To be an Appeal Resolution Specialist typically requires 1-3 years of related experience. (Copyright 2024 Salary.com)
This is a remote position.
We are excited to share S3 was named a Top Workplace of 2022 through the Baltimore Sun. Our commitment to teamwork and a positive attitude enables us to deliver service that generates quality results for our partners. If you join our team, we’ll invest in your learning and development through training programs designed to power your success.
S3 is a CUSO which is an organization, owned by credit unions, which provides financial and operational services primarily to credit unions or members of credit unions. CUSOs provide financial services to credit union members such as investment and insurance services. CUSOs also provide operational services to credit unions for lending support services and compliance services.
The Resolution Specialist will respond to Member inquires via telephone, cViews, and MOVE regarding Real Estate products (Mortgage and Home Equity Lines of Credit), while providing friendly, accurate, and professional service. The incumbent will resolve member issues timely and thoroughly, seeking to exceed member expectations on every call and strive for “first call resolution”. The position will utilize knowledge of products, data, systems, processes, and web-based applications that provides information and addresses the Member service issue.
The Resolution Specialist handles escalated Member issues from the Contact Center, Branches, cViews, MOVE requests, and internal S3 employees to ensure standards are being met by assisting with questions and resolving escalated issues.
This position will also be responsible for responding to payment inquiries, rate/payment changes, escrow changes and resulting impact to the monthly payment, subordinations, payoffs, and satisfactions. The Resolution Specialist will prepare professionally written responses to email inquiries, ensure that the member’s response is completed within established timeframes, and research and resolve member bill payment issues within service level agreement standards.
S3 has a commitment to excellence and the highest standards of member service. Our values and beliefs are critical to the success and growth of the business and they were all created with a unique cultural foundation.
PRIMARY RESPONSIBILITIES/ACCOUNTABILITIES
QUALIFICATIONS/ABILITIES
WORKING CONDITIONS
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
General office environment with low noise levels
BENEFITS
Benefits package includes medical/dental/vision insurance, flexible spending accounts, 401(k) plan with fully vested matching, PTO, life insurance, short-term disability, long-term disability, holiday pay, loan discounts, service anniversary bonuses, recognition program, employee referral program, and employee activities