Consumer Experience & Dispute Resolution Lead Agent

Overview
We are seeking a dynamic Call Center Lead Agent with strong experience with managing conflicts for customers. This role investigates, resolves, and manages conflicts, often financial, by analyzing claims, gathering evidence, negotiating with parties, and ensuring compliance with regulations. Key responsibilities include communicating with customers, documenting case progress in management systems, collaborating with internal teams, and providing fair solutions, all while maintaining meticulous records and adapting to changing priorities in a fast-paced environment. An ability to multitask, manage complex schedules, and meet changing deadlines is essential to the position.

The anticipated start date for this role is June 1, 2026

Essential Duties and Responsibilities:

· Manage and resolve member complaints and disputes in a professional timely manner.

· Communicate effectively with members to address concerns and provide appropriate solutions.

· Handle escalated complaints with sensitivity and empathy.

· Conduct thorough investigations into complaints, gathering relevant information and evidence.

· Document all interactions and resolutions accurately in the system.

· Follow up with members’ post-resolution to ensure satisfaction.

· Collaborate with internal teams to prevent recurring issues and improve overall member experience.

· Analyze complaint trends to identify underlying problems and recommend process improvements.

· Generate reports on complaint resolution metrics for management review.

· Assist in training new team members on complaint management processes.

· Foster positive member relationships through effective communication and problem solving.

· Contribute to a positive team environment through collaboration and support.

· Perform other duties as assigned by management.

Qualifications:

· One year of administrative office experience or combination of education and experience.

· Experience in a high-volume inbound call center preferred.

· Ability to work in a fast-paced, high-stress environment while maintaining composure.

· Ability to work independently.

· Flexible availability, including varied days and hours.

High school diploma required.

Job Type: Full-time

Pay: From $19.50 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience:

• Call Center Leadership: 3 years (Required)

Location:

• Las Vegas, NV 89119 (Preferred)

Work Location: In person