EZ Messenger Staff - Resolution Lead
Job description for the Resolution Lead position.
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Title: Resolution Lead
Draft Date: 2/10/2021
Modified Date: 2/10/2021
Reports To: Resolution Manager
Department: Fulfillment
Compensation Range: $15hr - $18hr
Travel: None
Other: This is a full-time position
Purpose: Our Resolution Recovery Team’s primary focus is to obtain needed documents filed with court, for the purpose of completing service of those documents or providing closure to the file upon receipt. The Resolution Lead will provide support to the Resolution Manager by assisting staff in daily/weekly task assignments along with maintaining any priority functions given by their manager.
Key Skills and Experience:
Resolve issues and provide support to all Resolution Specialists.
Run root cause analyses to understand core problems within the court systems and on a singular job level.
Model the impact of a solution. Analyze large data sets.
Communicate recommendations, while focusing on getting to the right answer for our clients.
Collaborate with other departments to implement solutions.
Build and maintain relationships throughout the court systems. Become the subject matter expert for all high level “exception courts”.
Assist Resolution Manager in the creation, testing and implementation of tools to enhance the overall product provided by the Resolution Recovery Team.
Job Duties Details:
Impact-Driven - Deeply mission-driven and willing to go beyond a phone call to the court.
A Problem Solver - Breaking down highly complex problems into their easily explainable parts.
Detail-Oriented - Exceptional organizational and communication skills; you enjoy diving into processes.
Scrappy - Hustler who will work to achieve the highest level of accuracy in reporting what is needed from EZM to the courts. This will result in added confidence from our clients, that we only want to deliver the best finished product.
Qualifications:
Experience in a call center environment
Action oriented
High attention to detail
Proficient in Excel
Proven ability to understand complex systems (multiple court websites)
Excellent written and verbal communication
Collaborative work style
Enthusiastic, upbeat, and positive
Flexible: able to work in a fast-paced environment with changing priorities
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