Job Description
The C1 Resolution Specialist plays a critical role in supporting Malin’s Customer First (C1) commitment by resolving escalated, sensitive, or complex customer issues with urgency, professionalism, and accountability. This role serves as a key point of contact for high‑impact situations, ensuring customer concerns are addressed thoroughly, fairly, and in alignment with Malin policies, regulatory requirements, and our mission to create and nurture valued customer partnerships.
The Resolution Specialist acts as a problem‑seer and problem‑solver, working cross‑functionally to protect customer trust, restore confidence, and strengthen long‑term relationships through effective resolution and continuous improvement.
Key Responsibilities
Customer Issue Review & Ownership
- Take full ownership of escalated customer concerns, conducting detailed investigations into disputes, claims, or account discrepancies by gathering facts, documentation, and stakeholder input.
- Evaluate issues with a Customer First mindset, balancing customer impact, business integrity, and compliance requirements to reach fair, sustainable resolutions.
Escalation & Sensitive Case Management
- Manage high‑priority or complex cases referred from front‑line teams, service, sales, or operations, responding with urgency and professionalism consistent with Malin’s C1 culture.
- Apply de‑escalation techniques to difficult situations while maintaining Malin’s standards of respect, trust, and accountability.
Negotiation, Mediation & Partnership Building
- Facilitate productive conversations between Malin teams and customers to resolve disputes, clarify expectations, and establish mutually beneficial outcomes.
- Act as a trusted representative of Malin by clearly communicating decisions, next steps, and resolution rationale in a way that reinforces partnership rather than transaction.
Continuous Improvement & Root Cause Analysis
- Identify recurring issues, systemic gaps, or process breakdowns that negatively impact the customer experience.
- Partner with operations, service, sales, and leadership to recommend improvements that reduce future escalations and strengthen Malin’s Customer First performance.
Required Skills & Qualifications
Customer‑Centered Problem Solving
- Strong analytical skills with the ability to assess complex situations, identify root causes, and recommend practical solutions that support both the customer and the business.
Clear, Confident Communication
- Exceptional verbal and written communication skills, with the ability to explain decisions, negotiate outcomes, and manage sensitive conversations calmly and professionally.
Technical & Systems Proficiency
- Proficiency in Microsoft Office (especially Excel) and experience working within Irium and Zendesk to track and resolve customer issues effectively.
Education & Experience
- Education: High School diploma required; Associate’s or Bachelor’s degree in Business, Finance, Operations, or a related field preferred.
- Experience: 1–3 years of experience in customer service, service operations, claims processing, dispute resolution, or a related role with exposure to escalated customer issues.