Senior Resolution Advisor

The Senior Resolution Advisor independently manages and resolves the company's highest-risk, most complex, and sensitive customer situations, providing end-to-end, one-touch resolution across all communication channels. This role balances customer advocacy, legal considerations, cost considerations, and brand reputation while driving timely, thoughtful resolutions and identifying systemic business issues. The Advisor is empowered to make critical business decisions independently, influence cross-functional teams, and recommend operational improvements to reduce future escalations.