The Senior Resolution Specialist is responsible for investigating complex accountholder issues submitted through i360 Salesforce cases by ACES Support Specialists. These issues often involve HSA, Website and Debit Card related questions, escalated concerns, case rebuttals, and follow-up on any other issue sent to our team.

In addition to resolving advanced cases, the Senior Research and Resolution Specialist also acts as a mentor and coach to peers. They help promote consistency in case handling and provide guidance to support continuous improvement across the team. Success in this role requires a high level of attention to detail and a commitment to resolving account issues thoroughly and accurately.

Duties & Responsibilities

1. Drive and determination to collaborate with other departments.

2. Extensive exposure to multiple products (Limited FSA, HSA, Website, Debit Card).

3. Goal-driven and consistently thorough in completing tasks and projects.

4. Serves as a subject matter expert for i360 or CBAS enhancements as needed.

5. Regularly looks for ways to make processes, procedures, and systems more efficient.

6. Track trends in case submissions for training enhancement opportunities.

7. Supports teammates on complex cases in IM by offering guidance and location of resources.

8. Other duties as assigned.