Resolvion
Member Experience Specialist – Carlsbad, CA
Resolvion, Carlsbad, California, United States, 92002
Job Title:
Member Experience Specialist
Work Location:
Hybrid – Carlsbad,CA
Functional Area:
Operations
Reports To:
Sr. Dir of Ops
FLSA Status:
Non-exempt
Position Summary Resolvion, one of the largest and most respected consumer and commercial asset recovery companies in the nation, is seeking a full-time Member Experience Specialist to join our dynamic team. If you thrive in a fast-growing environment and share our core values of accountability, exceeding customer expectations, and teamwork, we invite you to explore this opportunity.
Essential Duties and Responsibilities:
Inbound calls from Members, clients, agents, and third parties
Outbound calls to agents, Members, and customers regarding updates, surrender options, and recovery coordination
Contact with police departments, tow yards, and impound facilities for documentation, releases, and verification
Case updates in Wombat and other internal systems of record
Input and maintain accurate data in RDN, iBEAM, and RC and other third-party platforms
Assign and reassign agents within queue based on performance, geography, SLA, and Member needs
Verify Member information, collateral location, and collateral condition
Utilize internet and database tools for skip tracing and collateral location
Investigate and gather information on assets that Members have moved, hidden, or are otherwise difficult to locate
Place and manage repossession orders once collateral is verified
Manage pre-approved basic fees (flatbed, dollies, self-help)
Negotiate fees with agents, tow yards, and repair facilities
Coordinate transport of repossessed vehicles to auction, storage, or Member-designated locations
Order keys for repossessed vehicles as needed
Coordinate completion of all post-recovery documentation required to resolve a Member case file
Process fee approvals, releases, updates, and required documentation between clients, Members, agents, and accounting
Monitor timeline progression on all active cases, identifying delays and escalating issues when needed
Handle escalations for clients and Members with professionalism and urgency
Engage with Members regarding voluntary surrender options, required documentation, and recovery expectations
Maintain communication with agents to prevent lapses, clarify updates, and ensure timely execution
Identify impounded vehicles through VIN monitoring and initiate recovery actions
Input auction information into the system of record and coordinate remarketing actions
Pull and consolidate reports to support case management, workflow decisions, and SLA adherence
Ensure compliance with state, federal, and repossession-specific regulations throughout the case lifecycle
Perform additional duties as assigned in support of the white-glove Credit Union & Mid-Market service model
Job Requirements:
High school diploma or GED required.
Positive can-do attitude and strong work ethic.
Skilled in the Microsoft suite of products
Possess a sense of urgency
Problem solver who is committed to solutions
A minimum of 2 years of experience in collections preferred but not required.
Experience with Tools (a plus but not necessary):
Accurint
IDI Core
Lexis Nexis
Resolvion is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status.
This job overview is to serve as a guide. Nothing in this summary changes or is intended to change the at-will relationship with the company. Employment at-will means that an employee or the Company may terminate the employment relationship at any time, for any reason or no reason at all, with or without notice.
Resolvion is an Equal Opportunity Employer M/F/D/V
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Member Experience Specialist
Work Location:
Hybrid – Carlsbad,CA
Functional Area:
Operations
Reports To:
Sr. Dir of Ops
FLSA Status:
Non-exempt
Position Summary Resolvion, one of the largest and most respected consumer and commercial asset recovery companies in the nation, is seeking a full-time Member Experience Specialist to join our dynamic team. If you thrive in a fast-growing environment and share our core values of accountability, exceeding customer expectations, and teamwork, we invite you to explore this opportunity.
Essential Duties and Responsibilities:
Inbound calls from Members, clients, agents, and third parties
Outbound calls to agents, Members, and customers regarding updates, surrender options, and recovery coordination
Contact with police departments, tow yards, and impound facilities for documentation, releases, and verification
Case updates in Wombat and other internal systems of record
Input and maintain accurate data in RDN, iBEAM, and RC and other third-party platforms
Assign and reassign agents within queue based on performance, geography, SLA, and Member needs
Verify Member information, collateral location, and collateral condition
Utilize internet and database tools for skip tracing and collateral location
Investigate and gather information on assets that Members have moved, hidden, or are otherwise difficult to locate
Place and manage repossession orders once collateral is verified
Manage pre-approved basic fees (flatbed, dollies, self-help)
Negotiate fees with agents, tow yards, and repair facilities
Coordinate transport of repossessed vehicles to auction, storage, or Member-designated locations
Order keys for repossessed vehicles as needed
Coordinate completion of all post-recovery documentation required to resolve a Member case file
Process fee approvals, releases, updates, and required documentation between clients, Members, agents, and accounting
Monitor timeline progression on all active cases, identifying delays and escalating issues when needed
Handle escalations for clients and Members with professionalism and urgency
Engage with Members regarding voluntary surrender options, required documentation, and recovery expectations
Maintain communication with agents to prevent lapses, clarify updates, and ensure timely execution
Identify impounded vehicles through VIN monitoring and initiate recovery actions
Input auction information into the system of record and coordinate remarketing actions
Pull and consolidate reports to support case management, workflow decisions, and SLA adherence
Ensure compliance with state, federal, and repossession-specific regulations throughout the case lifecycle
Perform additional duties as assigned in support of the white-glove Credit Union & Mid-Market service model
Job Requirements:
High school diploma or GED required.
Positive can-do attitude and strong work ethic.
Skilled in the Microsoft suite of products
Possess a sense of urgency
Problem solver who is committed to solutions
A minimum of 2 years of experience in collections preferred but not required.
Experience with Tools (a plus but not necessary):
Accurint
IDI Core
Lexis Nexis
Resolvion is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status.
This job overview is to serve as a guide. Nothing in this summary changes or is intended to change the at-will relationship with the company. Employment at-will means that an employee or the Company may terminate the employment relationship at any time, for any reason or no reason at all, with or without notice.
Resolvion is an Equal Opportunity Employer M/F/D/V
#J-18808-Ljbffr