The Resolutions Specialist is responsible for researching and resolving customer account, product, and service-related issues while performing the full responsibilities of a Resolutions Specialist. This role works closely with customers, manufacturers, and internal teams to investigate concerns, coordinate product defect claims, and drive issues through resolution.

This position reports to the Credit & Resolutions Supervisor and is based onsite at our Corporate Headquarters in Medina, OH.

Key Responsibilities:

• Research and resolve customer concerns involving product, account, service, order, payment, deduction, and other account-related issues.
• Manage product defect and quality claims from initial investigation through resolution, coordinating with customers, manufacturers, Quality, Sales, Customer Experience, Operations, and other internal partners as needed.
• Gather and evaluate supporting claim documentation, including photographs, installation information, product details, invoices, samples, account activity, and customer correspondence to determine appropriate next steps.
• Communicate directly with customers and manufacturers regarding product concerns, claim status, documentation requirements, and resolution options, ensuring timely follow-up throughout the process.
• Investigate account discrepancies, including misapplied payments, overpayments, short payments, duplicate payments, deductions, and other issues, and coordinate appropriate corrections, credits, replacements, or other resolution actions.
• Maintain accurate documentation of investigations, communications, actions, and final resolutions while proactively managing open matters through completion.
• Handle complex or escalated resolution matters and identify recurring product, customer, or account trends, communicating findings and recommended improvements to the Credit & Resolutions Supervisor and appropriate internal teams.
• Reinforce established resolution procedures, documentation standards, and team best practices while identifying opportunities to improve processes and overall effectiveness.
• Perform other duties as assigned.

Skills & Qualifications

Associate or Bachelor’s degree in business, finance, accounting, or a related field preferred.

• Minimum of 3 years of experience in customer resolutions, claims, accounts receivable, credit and collections, customer service, or a related field.
• Experience working with product quality concerns, manufacturer claims, or defect resolution preferred.
• Ability to research product and account issues, review supporting documentation, and coordinate resolution across multiple parties.
• Strong analytical and problem-solving skills with the ability to investigate complex issues and identify appropriate next steps.
• Demonstrated ability to train, guide, and support new and existing team members.
• Strong organizational skills with the ability to manage multiple open claims, issues, and competing priorities.
• Excellent verbal and written communication skills with the ability to communicate effectively with customers, manufacturers, and internal partners.
• Strong attention to detail and documentation skills.
• Ability to handle difficult or complex customer situations professionally.
• Strong PC skills, including proficiency with Microsoft Word and Excel.
• Ability to sit for extended periods and safely lift up to 20 pounds.

Koroseal Total Rewards

• Vacation time, personal time, and 11 paid holidays
• Medical, Dental, and Vision Insurance, including Flexible Spending Account and Health Savings Account (HSA) options with company contribution
• Company-paid Short-Term Disability & Life Insurance with supplemental options available for employees
• 401(k) with company match
• Paid training and career development
• Employee well-being benefits, including a robust EAP offering
• Company events