Customer Service | Resolution Specialist

Elevate your career with a 2020 INC 500 company offering a competitive salary + 401k match + health benefits + extra paid time off, and more!

Full Time Clerical, Franklin, Franklin, TN, US

2 days ago – Requisition

Salary: $50,000.00 Annually

Wesley Financial Group is hiring for the Customer Service | Customer Account Resolution Specialist position at a starting salary of $50k + additional earning incentives.

Wesley Financial Group is the leading name in helping timeshare owners get out from under their timeshares. In the 12+ years we’ve been in business, we’ve created a tidal wave of excitement from timeshare owners needing help, and we’re looking for a new trusted Resolution Specialist to help the families we serve!

The Resolution Specialist position works with our clients to assist them in canceling their timeshare. The focus of this role is to ensure best‑in‑class customer experience for all of the clients you work with while providing strategic guidance throughout the dispute timeline.

The hours for this role are Monday – Thursday, 9am – 5pm and Friday, 9am – 3pm. Fridays are earned work‑from‑home days.

The ideal candidate for this role is extremely organized, highly motivated, optimistic, flexible, patient, a team player and has strong problem‑solving expertise.

• Actively work with and advocate for clients, setting clear expectations throughout the timeshare termination process.
• Ensure clients have a full understanding of each step/action throughout their dispute.
• Draft strategic, client‑specific action steps throughout the dispute with the goal of moving the client towards timeshare ownership termination.
• Respond to all client communication within set department standards for response times.
• Address all comments from clients submitted through the feedback form within 24 hours and provide an update through chatter thread.
• Maintain accurate and up-to-date client records in Salesforce.
• Maintain professional and consistent communication with your clients through email, mail, and phone correspondence.
• Create a positive team environment centered around accountability, efficiency, idea sharing, and a “we can always be better” mindset.
• Lead industry updates, trends, and general knowledge.

• Ability to be flexible and adaptable.
• Strong organizational skills and attention to detail.
• Ability to utilize strong problem‑solving skills to address client needs/challenges.
• Outcome‑oriented / results‑focused.
• Ability to work hard and efficiently, jumping in and helping wherever necessary.
• Ability to hold yourself accountable for doing what’s right, even when nobody’s watching.
• 2+ years of providing impeccable customer service and account management.
• Energized by change, and adaptable to an ever‑changing industry.
• Must live within 60 miles of Franklin, TN – this is an in‑office role in our Franklin, TN office.

• Salesforce
• Customer Service
• Google Suite / Microsoft Office

• Leadership training and advancement opportunities.
• Robust employee recognition programs.
• Ability to participate in company‑wide community outreach programs.
• Fun engaging company‑wide events and activities.
• Outstanding work/life balance.
• Spirited and passionate team environment with members who display core values of teamwork and integrity.
• 9 paid holidays + 2 floating holidays.
• Relaxation on‑demand with our in‑office massage chairs—because we know how important it is to take a break and recharge.

Wesley Financial Group, LLC has been in business for over 10 years. We are a 200+ employee company with a platinum rating through Dun & Bradstreet and were ranked on INC 500 in 2020 as the 203rd fastest‑growing privately held company in the U.S.

We’ve won over 75 business awards since 2020, including:

• 2024 – Great Place to Work Certified
• 2023 Great Place to Work Certified
• 2023 Business Intelligence Group – Excellence in Sales & Marketing
• 2022 Inc. 5000 Fastest Growing Company
• 2021 Gold Stevie Award – Fastest Growing Company
• 2021 Fortune Magazine – Best Workplaces for Women
• 2021 Nashville Business Journal – Best Places to Work
• 2021 CEO Views – Top 50 Best Companies of the Year
• 2020–21 Inc. 500 Fastest Growing Company
• 2020 Fortune Magazine – Best Places Workplaces Millennia ls
• 2020 Business Intelligence Group – Best Places to Work

Aside from business accolades, Wesley Financial Group is strongly dedicated to giving back to the community. Through donations and volunteer work, we always strive to help others whether through our services or through our charitable work.

Wesley is an Equal Opportunity Employer. We verify employment eligibility for all new hires using E‑Verify.