Amherst is revolutionizing the way U.S. real estate is priced, managed and financed in order to unlock opportunities for all market participants. Driven by data, analytics, and technology, Amherst has a 20-year history of anticipating where the next risks and opportunities are likely to emerge and designing actionable strategies for investors to capitalize on opportunities across residential real estate, commercial real estate and public securities. Amherst, along with its affiliates and subsidiaries, has more than 900 employees, $5 billion under management and approximately $15 billion under advisement and oversight. www.amherst.com.

Position Overview:

The Resolution Specialist will act as information tracking and reporting source for our escalations and ensure the issues are researched and tracked to provide quick resolution and detailed and comprehensive tracking and reporting.

Reports To: Supervisor, Resident Resolutions

Essential Duties and Responsibilities:

• Review and track escalated issues received via the Resident Care Team, branches, BBB, presidential complaints, attorneys, or social media.
• Research for and preparation of the Resolution Submission Packet for Team Lead with recommendation for the best resolution.
• Monthly escalation reporting preparation and submission.
• Place outbound calls as needed to obtain missing details or documentation.
• Ability to interact well with internal and external customers.
• Utilize appropriate systems to gain information and record activities
• Ability to work in a structured environment with a diverse workforce
• Performs other related duties as needed or assigned

Minimum Qualifications & Skills:

• Bachelor’s degree preferred but not required
• At least 2 years of call center experience.
• Strong organizational, administrative and time management skills.
• Excellent listening skills and the ability to ask probing questions, understand concerns, and overcome objections.
• Must possess a professional and friendly attitude while being able to quickly develop a rapport with customers over the phone.
• Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment.
• Ability to learn and navigate new software quickly.

Other Duties
Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Work Environment
This job operates primarily via remote with monthly meetings held in the office. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands
This is largely a sedentary role; however, some filing may be required. This would require the ability to lift files, open filing cabinets and bend or stand on a stool as necessary.

Work Schedule
This is a full-time position and requires availability Monday – Friday. Some overtime may be required.

Travel
No travel is anticipated for this position.

What we offer:

• A competitive compensation package, annual bonus, 401k match
• Flexible PTO, 8 paid holidays
• Employer-paid benefits (medical, dental, vision, health savings account)
• Professional career development and reimbursement
• Relaxed casual environment and weekly/quarterly office events!

​Amherst is proud to be an Equal Opportunity Employer and committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, national origin, gender, pregnancy, sexual orientation, gender identity, age, physical or mental disability, genetic information or veteran status, and encourage all applicants to apply.