Resolutions Representative

At a glance

Summary by MCA Job Board

Role type

Collections

Pay structure

Base + commission

About the role

At Funding Metrics, LLC, we are a leading provider of revenue-based finance solutions, dedicated to helping businesses achieve their growth objectives. We specialize in offering flexible financing options tailored to align with clients' revenue streams, empowering them to thrive in their respective industries. As we continue to expand our operations, we are seeking a highly motivated and customer-focused Resolutions Representative to join our dynamic team.

Job Summary: As a Resolutions Representative in the revenue-based finance industry, you will play a crucial role in managing and resolving client accounts to ensure timely and accurate resolution of any issues or concerns. Your primary responsibility will be to investigate and analyze complex situations and find suitable solutions in collaboration with clients. Our ideal candidate is a skilled communicator, adept at problem-solving and negotiation, and committed to delivering exceptional customer service.

Responsibilities

Serve as the primary point of contact for clients' escalated issues and concerns, taking ownership of problem resolution until a satisfactory outcome is achieved.
Communicate with clients professionally and empathetically, actively listening to understand their needs, and providing guidance and support throughout the resolution process.
Investigate and analyze complex client cases, gather relevant information, review contracts, and conduct necessary research to assess the situation thoroughly.
Collaborate with internal teams, such as Account Managers and Underwriters, to gather additional information, align strategies, and ensure a unified approach to resolving client issues.
Propose and negotiate mutually beneficial resolutions, considering clients' financial capabilities, contractual obligations, and revenue-based financing principles.
Complete interviews with business owners during the application process.
Maintain detailed and accurate records of all client interactions, escalations, and resolutions, documenting progress, and outcomes in our database.
Identify trends and patterns in client issues, providing feedback and recommendations to improve internal processes, policies, and systems.
Stay up to date with relevant regulations, industry best practices, and emerging trends in revenue-based finance to ensure compliance and effective resolutions.
Deliver exceptional customer service by promptly addressing client inquiries, resolving disputes, and building long-term relationships based on trust and mutual respect.

Qualifications

Proven experience in a customer service or resolutions role, preferably within the revenue-based finance industry.
Strong understanding of revenue-based financing principles and familiarity with the unique challenges and intricacies of client resolutions in this field preferred.
Excellent communication skills, both written and verbal, with the ability to navigate challenging conversations and negotiate positive outcomes.
Analytical mindset and strong problem-solving abilities to assess complex client cases, identify underlying issues, and develop suitable resolutions.
Ability to collaborate effectively with cross-functional teams and ISOs, managing multiple priorities and deadlines.
Proficiency in using customer relationship management (CRM) tools, databases, and Microsoft Office Suite. Salesforce experience preferred.
Empathy, patience, and the ability to handle sensitive client interactions with professionalism and discretion.
Strong ethics and integrity in handling confidential client information.

Benefits

Competitive salary and commission compensation.
Comprehensive health, dental, and vision insurance plans.
401k savings plan with employer match.
Paid time off and holidays.
Ongoing training and professional development opportunities.
Positive and inclusive work environment that values collaboration and growth.

Application Process: To apply for the position of Resolutions Representative (Revenue-Based Finance) at Funding Metrics, LLC, please submit your resume and a cover letter outlining your relevant experience and skills. We kindly request that you include salary expectations in your application. Qualified candidates will be contacted for an interview.

Funding Metrics, LLC is an equal opportunity employer. We value diversity and inclusion and encourage individuals from all backgrounds to apply.

Please note that only candidates selected for an interview will be contacted. We appreciate your interest in joining our team.