Care Resolution Specialist

Company Overview:

At Snap Finance, we believe everyone deserves access to the things they need, regardless of credit history. Since 2012, we've used data, machine learning, and a more human approach to create flexible financing solutions that help people move forward. We're proud of our inclusive, supportive culture, built on empowering our customers, partners, and team members alike. When our people thrive, so does our innovation.

If you're looking to make an impact and grow with a team that values you, come join us!

Job Description

The Care Resolution Specialist is the primary support resource for Customer Service agents, providing clear guidance, handling escalations, and coaching agents on proper procedures. This role ensures high-quality customer support, identifies process improvements, and supports cross-team initiatives. The ideal candidate communicates well, stays calm under pressure, and maintains strong performance in a fast-paced environment.

How You'll Make an Impact

• Be the expert and key point of contact for internal LTO Customer Service agents by providing clear, timely guidance.
• Have the ability to educate and train level 1 agents on the steps to follow and the reasoning behind the procedure
• Handle escalated calls with professionalism and support agents in effective de-escalation techniques.
• Identify opportunities for departmental improvements.
• Maintain high standards of quality in customer support and uphold strong personal scorecard performance.
• Understand departmental metrics and partner with supervisors towards improvement.
• Flag and report operational issues to the appropriate teams for resolution.
• Assist with additional functions and cross-team initiatives as directed by leadership.
• Perform other duties as required to support team and organizational goals.

What You'll Need to Succeed

• Minimum of 2+ years of experience in a call center or customer support environment.
• Demonstrated Subject Matter Expertise (SME) in supporting internal agents and managing frustrated customers with professionalism and empathy.
• Strong organizational skills and exceptional time-management abilities.
• Excellent verbal and written communication skills. BELT assessment: B2+ required; C1 preferred.
• Proficiency with Microsoft Office tools, particularly Outlook.
• Ability to multitask effectively and adapt quickly to changing priorities.
• Calm, composed demeanor when working under pressure in a fast-paced environment.
• Strong interpersonal skills with a high level of discretion and professionalism.
• Proactive mindset with strong analytical and problem-solving skills.
• High School diploma required.
• Flexibility to work any schedule assigned following the interview process.

Why Join Us:

• Generous paid time off

• Competitive medical, dental & vision coverage

• 401K with company match for US

• Company-paid life insurance

• Company-paid short-term and long-term disability

• Access to mental health and wellness resources

• Company-paid volunteer time to do good in your community

• Legal coverage and other supplemental options

• A value-based culture where growth opportunities are endless

More:

Snap values diversity and all qualified applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. Learn more by visiting our website at www.snapfinance.com.

California Residents, please review our California Consumer Privacy Act Notice at https://snapfinance.com/ccpa-notice