C1 Resolution Specialist

Job description

The C1 Resolution Specialist plays a critical role in supporting Malin’s Customer First (C1) commitment by resolving escalated, sensitive, or complex customer issues with urgency, professionalism, and accountability. This role serves as a key point of contact for high‑impact situations, ensuring customer concerns are addressed thoroughly, fairly, and in alignment with Malin policies, regulatory requirements, and our mission to create and nurture valued customer partnerships. The Resolution Specialist acts as a problem‑seer and problem‑solver , working cross‑functionally to protect customer trust, restore confidence, and strengthen long‑term relationships through effective resolution and continuous improvement. Key Responsibilities: Customer Issue Review & Ownership: - Take full ownership of escalated customer concerns, conducting detailed investigations into disputes, claims, or account discrepancies by gathering facts, documentation, and stakeholder input. - Evaluate issues with a Customer First mindset , balancing customer impact, business integrity, and compliance requirements to reach fair, sustainable resolutions. Escalation & Sensitive Case Management: - Manage high‑priority...