Resolution Representative Job Description

Resolution Representative Job Description

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Resolution representative provides superior service to advisor telephone calls regarding the administration of mutual fund and segregated fund products.

Resolution Representative Duties & Responsibilities

To write an effective resolution representative job description, begin by listing detailed duties, responsibilities and expectations. We have included resolution representative job description templates that you can modify and use.

Sample responsibilities for this position include:

Take initiative to identify any day to day issues encountered, System, workflow and procedural
Takes ownership and accountability for the resolution of issues and concerns at the first point of contact
Complete ACIS cases through maintenance using ACIS and ACRO if necessary
Provide customer resolution on any order or transaction based issues
Provide substitutes when applicable
Work with inventory analysts on resolving inventory kill orders
Analyze issues for trends and permanent resolution, report all trends
Obtain credit authorizations from credit providers on credit held orders
Process credit applications from customers/outside reps
Utilize Sunrise, SBD & Contract, Sunbeam AS400 systems

Resolution Representative Qualifications

Qualifications for a job description may include education, certification, and experience.

Education for Resolution Representative

Typically a job would require a certain level of education.

Employers hiring for the resolution representative job most commonly would prefer for their future employee to have a relevant degree such as Collage and Bachelor's Degree in Health Care, Education, Business/Administration, Accounting, Business, Associates, Counseling, Medical, Health Insurance, Communication

Skills for Resolution Representative

Desired skills for resolution representative include:

Microsoft Office
Legal liability
Outlook
Word
Medical insurance and its terminology
General insurance policy coverage and exposure
Mutual Fund and Segregated Fund products and administration
Excel
Wealth products offered by Sun Life Financial
Basic ICD-10 and CPT coding is helpful

Desired experience for resolution representative includes:

Provide cross training to other associates in multi-client functions as needed
Monitor and provide feedback of RS defect reporting and queues to ensure compliance of cycle time requirements
Any applicable Resolution Services inquiries/duties as assigned
6+ months customer service experience of any kind or equivalent military experience
Effectively work with all levels to achieve mutual client/customer satisfaction and ensuring that high quality standards are met
Ensure compliance with Synchrony Operating Instructions, federal and state regulations and client contract agreements

Resolution Representative Examples

1

Resolution Representative Job Description

Job Description Example
Our growing company is searching for experienced candidates for the position of resolution representative. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for resolution representative
  • Work Authorizations, Decline Calls, Urgent Logs, ACD Line, and Credit Applications
  • Act as a liaison with Credit providers, banks, loss prevention, A/R, sales department and customers to resolve credit and billing issues
  • Achieve established standards as defined by area
  • Answer inbound calls and assist customers in various capacities
  • Attend team meetings to keep updated on account requirements
  • Use AS400 system (Sunrise), Remedy, and MS suite applications
  • Utilize Internet Web sites, Web score, SORT, and SPOT to get vendor information, EDI transmission status, shipping information including bill of ladings, tracking numbers, and proof of deliveries
  • Research and reply to all inquiries in a timely fashion that meet department set service levels
  • Utilize required third party support for those inquires that cannot be resolved directly by the XHD resolution team
  • Work directly with Wholesale Vendors to request returns, POD’s, shipping information, and miscellaneous reports
Qualifications for resolution representative
  • Directly responsible for ensuring service levels in outbound mail processes
  • Correlate outgoing cover letters with necessary enclosures in response to customer inquiries
  • Monitor and provide feedback on queues to ensure compliance of cycle time requirements
  • Responsible for meeting all Resolution Services objectives including service standards, productivity guidelines, expenses, and portfolio control
  • Responsible for increased efficiency, productivity and quality
  • Balance team and service level responsibilities with assigned projects
2

Resolution Representative Job Description

Job Description Example
Our company is growing rapidly and is hiring for a resolution representative. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for resolution representative
  • Interacts with facilities to resolve accountsOther duties as assigned by Management
  • Handle inbound phone calls to resolve escalated customer account issues
  • Make adjustments to and notate customer accounts
  • Research cardholder accounts
  • Read help systems, daily bulletins and emails to stay current on policies and procedures
  • Accepts and processes both written and phone notifications
  • Contributes to process and customer experience improvements
  • Monitor, research, and respond to all complaints received through the CFPB or BBB portals, federal/state agency e-mails, various internal channels, in a timely manner
  • Track complaints received actions taken to resolve
  • Report system-related issues policies and processes that may be the root cause of particular types of complaints
Qualifications for resolution representative
  • Good Listening and Understanding skills
  • Fluent in both English and French communication
  • Work directly with patients, attorneys, government agencies, consumer protection groups, facilities (Admitting Manager, Director of Patient Services, Hospital Compliance Officer, Risk Manager, HIM Director, ), PFS Client Services Directors, Compliance, Security, Operations, Tenet Executive offices, and credit reporting agencies (CRAs) to resolve and respond to disputed issues in writing
  • Analyze each specific dispute to determine what the resolution of such dispute should be
  • Demonstrates a proficient understanding and use of the basic policy/contract coverages and is able to recognize questionable coverage/contract situations which necessitate supervisory involvement
  • Must have excellent listening, written and oral communication skills
3

Resolution Representative Job Description

Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of resolution representative. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for resolution representative
  • Obtains information and maintains accurate records about accidents and injuries from customers and claimants through telephone and written reports
  • Secures essential facts about accidents, assesses liability/compensability, negotiates settlements and explains denials to policyholders and claimants
  • Review fraud cases to investigate potential fraud losses on accounts
  • Help our customers resolve their concerns associated with suspected unauthorized activity on accounts
  • Work directly with customers and merchants to investigate and determine the final outcome of fraud cases the financial responsibility associated with the transactions in question
  • Conduct investigations to determine validity of transactions
  • Verify account activity and customer activity
  • Investigation and resolution of disputes ensuring compliance with all applicable federal and state laws and regulations, compliance to all Tenet policies, procedures, and reporting requirements
  • Obtain consumer data (name and address) and conduct searches in various databases
  • Knowledgeable in call routing and case management processes case logging
Qualifications for resolution representative
  • Good oral and telephone communication skills typing skills required
  • Basic accounting knowledge and billing concepts
  • Time management and self-drive are essential to this role
  • Must be able to work a M-F, flex schedule
  • Performs various collection actions including
  • Maintains tracking system of correspondence and outcomes of request
4

Resolution Representative Job Description

Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of resolution representative. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for resolution representative
  • Participate in monthly customer audit meetings to review, investigate and resolve issues
  • Perform dispute for misrouted reinvestigation functions
  • Proficient in ACIS and ACRO databases
  • Able to read online consumer credit files
  • Assist with testing as needed to ensure applications are performing as required
  • Assist other teams as needed to ensure we are meeting compliance targets
  • Conducts investigation to develop subrogation prospects
  • Communicates effectively and openly with both internal and external functional groups
  • Enters miscellaneous vendor credits and MCBs, based on paperwork submitted by the Purchasing, Claims, Supermarket, Business Analysis and Sales Departments
  • Willing to learn and read online combines
Qualifications for resolution representative
  • Use of web based applications
  • Customer Value Creation – Asks questions and seeks information to gain a foundational understanding of how customers
  • Years call center customer service or collection experience
  • Able to decipher customer meaning
  • MUST BE HIGHLY PROFESSIONAL, COURTEOUS AND SELF-MOTIVATED CUSTOMER SERVICE ORIENTATED WITH THE ABILITY TO DEFUSE DIFFICULT SITUATIONS
  • Must be innovative, creative and flexible
5

Resolution Representative Job Description

Job Description Example
Our innovative and growing company is looking to fill the role of resolution representative. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for resolution representative
  • Provides general information regarding the order and billing related issues in a professional manner documenting all interactions in the system
  • Processes orders in the Waiting for Payment queue that are over a specified dollar amount by researching payment history, payment options, patient assistance plan membership and outstanding balance orders
  • Responds to incoming correspondence and ensures its proper documentation
  • Verifies patient assistance benefits with vendor and handles internal paperwork to bill appropriate patient assistance plan
  • Coordinates change of benefits when patient has utilized the maximum allowable amount of assistance
  • Coordinates and recovers less complex subrogation cases under close team manager supervision
  • Under close supervision, may negotiate settlements with responsible parties, their carriers or legal counsel
  • Provides administrative support to the Credit department
  • Assists with the daily credit functions, including account file maintenance, correspondence, phone inquiries and light collection calls
  • Prepares various correspondence letters to customers
Qualifications for resolution representative
  • Proficient with e-OSCAR Web based program
  • Detailed-oriented and able to effectively handle multiple tasks at one time
  • Abiltiy to make sound decisions
  • Must have excellent listening, written and oral communication skills (proficiency in Spanish)
  • Previous experience working in a similar complaint resolution role
  • Strong problem solving and customer service skills/experience

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