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.
• MTM