Senior Resolution Specialist

At MTM, we are not just colleagues; we are collaborators on a shared mission; communities without barriers. We have exciting opportunities to join our growing team where your work has a direct impact on the communities we serve. Our company culture is one of innovation, collaboration, and growth. If you are passionate, driven, and ready to join a team where your work will directly transform and shape our industry, then we want to talk to you!

The Senior Resolution Specialist, acts as a resource in assisting the operations, as well as working closely with Leaders to achieve individual, departmental and company objectives. The Senior Resolution Specialist will be responsible for supporting and training the Resolution Specialists

*Client facing title based on the contract would be Senior Manager Complaints and Grievances*

Essential Job Functions:

• Build out and maintain the initial notification process for incidents and accidents
• Manage the Quality Management email box
• Manage escalated complaints
• Document and resolve complaints
• Continuously educate employees on new processes and procedures
• Act as a mentor to new employees, coach employees to improve performance and achieve higher results
• Provide operational improvement recommendations to Leadership
• Distribute the workload/monitor workload of complaints to be reviewed on as-needed basis
• Provide hands-on training, as needed
• Understand client needs, provide timely assistance to client, and ensure client satisfaction
• Represent MTM and effectively communicate on client meetings
• Other duties as assigned

Location: This is a hybrid role located at the MTM office at: 55 M Street SE, Suite 520 Washington, DC 20003

Experience, Education & Certifications:

Required:

• High school diploma or G.E.D.
• Must have one year complaint resolution experience

Preferred:

• Moderate to advanced knowledge of Microsoft applications, including Word, Excel, Access; PowerPoint preferred
• Knowledge of MTM protocols preferred

Skills Needed:

• Ability to identify and respond to customer needs and circumstances
• Knowledge of Contract/Client requirements
• Ability to handle confidential information in a professional manner
• Ability to make solid judgment calls
• Ability to acquire and maintain in-depth knowledge of department process and procedures
• Exemplary communications skills
• Strong leadership skills
• Ability to maintain high level of confidentiality
• Strong organizational skills
• Regular attendance is required

Benefits:

• Health and Life Insurance Plans
• Dental and Vision Plans
• 401(k) with a company match
• Paid Time Off and Holiday Pay
• Maternity/Paternity Leave
• Casual Dress Environment
• Tuition Reimbursement
• MTM Perks Discount Program
• Leadership Mentoring Opportunities

Hourly: $27.66

This information reflects the base salary pay range for this job based on current national market data. Ranges may vary based on the job's location. We offer competitive pay that varies based on individual skills, experience, and other relevant factors. We encourage you to apply to positions that you are interested in and for which you believe you are qualified. To learn more, you are welcome to discuss this with us as you move through the selection process.

Equal Opportunity Employer: MTM is an equal opportunity employer. MTM considers qualified candidates with a criminal history in a manner consistent with the requirements of applicable local, State, and Federal law. If you are in need of accommodations, please contact MTM’s People & Culture.

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