Issue Resolution Specialist

Operations

A successful candidate in this role will exhibit proficiency in taking initiative, attention to detail, communication (verbal and written communication), process orientation, teamwork and accountability.

Specific Duties :

• Perform daily investigation of inquiries.
• Provides regular status reports on all outstanding tasks.
• Ensure all inquiries are researched accurately and resolved timely per department guidelines.
• Monitor each inquiry and follow up regularly and timely as needed.
• Escalate issues as they arise to management (lead and / or above) for communication to clients or partners.
• Interact with all internal and external partners across multiple related departments as needed.
• Identify, track, and report specific trends and issues related to inquiries and system issues.
• Coordinate with Sr, Lead and / or Supervisor on resolution of inquiries.
• Acknowledges each piece of mail and responds to written inquiries either by telephone or letter in a professional manner.
• Effectively resolve all internal requests from diverse areas (via Service Now requests) as directed by Sr and Lead and / or management.
• May perform other duties as required by management.
• Ability to work from home, which includes wi-fi capability and a quiet, confidential workspace.

Ability to work most holidays, flexibility between hours of 8am-6pm and ability to work overtime as needed including weekend and holidays.

Qualifications :

Education & Experience :

Independence has implemented a "Hybrid" model which consists of Associates working in the office 3 days a week (Tuesday, Wednesday & Thursday) and remotely 2 days a week (Monday & Friday). This role is designated as a role that fits into the "Hybrid" model. While associates may work remotely on our designated remote days, the work must be performed in the Tri-State Area of Delaware, New Jersey, or Pennsylvania.

IBX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to their age, race, color, religion, sex, national origin, sexual orientation, protected veteran status, or disability.

Must have an Android or iOS device which is compatible with the free Microsoft Authenticator app.