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How much do customer resolution specialist jobs pay per hour?

As of Aug 12, 2026, the average hourly pay for customer resolution specialist in the United States is $24.60, according to ZipRecruiter salary data. Most workers in this role earn between $20.19 and $26.92 per hour, depending on experience, location, and employer.

What does a customer resolution specialist do?

The job of a customer resolution specialist is to provide customer service to existing clients or users of a product or service. They resolve issues that a customer is having and report persistent problems to their manager or the appropriate department. Job duties and responsibilities include answering phone inquiries, directing calls to the appropriate specialist if you cannot resolve the issue, and researching different solutions. To become a customer resolution specialist, you need to have a variety of skills and qualifications related to CRM, or customer relationship management.

How does a customer resolution specialist typically collaborate with other departments to resolve complex customer issues?

Customer Resolution Specialists often work closely with teams such as technical support, billing, sales, and product management to address and resolve multifaceted customer concerns. When an issue requires expertise beyond standard procedures, they coordinate with these departments to gather information, escalate cases, and ensure a comprehensive solution is delivered. Effective communication and teamwork are key, as specialists must relay customer feedback and updates across teams while keeping the customer informed throughout the process.

What is a customer resolution specialist?

A Customer Resolution Specialist is a professional who handles customer complaints, inquiries, and issues to ensure customer satisfaction. They act as a point of contact between the company and its customers, working to resolve problems efficiently and effectively. Their duties often involve investigating issues, providing solutions, and following up with customers to ensure their concerns are addressed. Customer Resolution Specialists also document interactions and may provide feedback to help improve products or services.

What are the key skills and qualifications needed to thrive as a customer resolution specialist?

To thrive as a Customer Resolution Specialist, you need strong problem-solving abilities, in-depth product or service knowledge, and, typically, a background in customer service or a related field. Familiarity with customer relationship management (CRM) software and ticketing systems is often required, along with possible certifications in conflict resolution or customer support. Excellent communication, patience, and emotional intelligence enable you to handle challenging situations and foster positive customer relationships. These skills and qualities are crucial for effectively resolving issues, maintaining customer satisfaction, and supporting company reputation.

What is the difference between Customer Resolution Specialist vs Customer Service Representative?

AspectCustomer Resolution SpecialistCustomer Service Representative
CredentialsHigh school diploma or equivalent; certifications in conflict resolution or customer serviceHigh school diploma or equivalent; basic customer service training
Work EnvironmentCall centers, support teams, online chat supportRetail stores, call centers, online support
Employer & IndustryRetail, telecom, tech companiesRetail, hospitality, telecom
Primary FocusResolving complex customer issues, complaint managementHandling inquiries, providing product/service info

While both roles involve assisting customers, a Customer Resolution Specialist primarily focuses on resolving complex issues and complaints, often requiring specialized skills. In contrast, a Customer Service Representative handles general inquiries and provides basic support. The roles overlap in customer interaction but differ in complexity and scope.

More about Customer Resolution Specialist jobs
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What job categories do people searching Customer Resolution Specialist jobs look for? The top searched job categories for Customer Resolution Specialist jobs are:
What are popular job titles related to Customer Resolution Specialist jobs? For Customer Resolution Specialist jobs, the most frequently searched job titles are:
Customer Resolution Specialist jobs near you
Infographic showing various Customer Resolution Specialist job openings in the United States as of August 2026, with employment types broken down into 100% Full Time. Highlights an 100% In-person job distribution, with an average salary of $51,171 per year, or $24.6 per hour.

Customer Resolution Response Specialist

Two Harbors Investment Corp

Charlotte, NC • On-site

Other

Re-posted 3 days ago

Job description

Customer Resolution Response Specialist

The Customer Resolution Response Specialist is responsible for the resolution of written customer complaints, requests for information, and/or assistance under the direction of the Customer Resolution Response Manager. The incumbents will communicate the resolution to the customer in an appropriate resolution letter drafted in accordance with RPMS customer communications principles and completed within the period provided by the CFPB Mortgage Servicing Rules, other applicable laws, and RPMS SLAs.

The Correspondence Resolution Response Specialist reports to the Customer Resolution Response Manager and must develop strong working relationships with key stakeholders, vendors, investors, co-workers, and customers.

Responsibilities:
  • Manage a pipeline consisting of written customer complaints and requests for information and/or assistance
  • Research and analyze issues raised by the customer
  • Satisfy customer needs with efficiency, expediency, and thoroughness
  • Act as an internal advocate for service excellence and continuous improvement
  • Ensure all correspondence is logged and tracked via defined processes
  • Draft response letters in accordance with timelines set by CFPB Mortgage Servicing Rules, other applicable law, and RPMS SLAs.
  • Conduct root cause analysis for customer complaints and inquiries
  • Work with cross-department co-workers to ensure that all service delivery objectives are met
  • Contribute to continuous improvement projects to improve efficiency and lower costs
  • Other work-related duties, as assigned
  • Responsible for meeting RoundPoint's commitment to compliance
Qualifications:

Required:

  • Bachelor's degree required
  • Two or more years of mortgage servicing related experience and/or customer service experience
  • Proficient with Microsoft Office Suite, SharePoint, MSP
  • Strong research and writing skills
  • Must be available on some weekends as required

Desired:

  • Ability to work effectively with others at all levels across the organization and provide authoritative guidance to management and staff within the organization
  • Ability to work under tight deadlines
  • Exceptional organizational skills
  • Exceptional time management skills
  • Attention to detail
  • Experience in pipeline management
  • Business writing experience preferred
Physical Demands & Working Conditions

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of their role.

  • Ability to communicate effectively through speech and hearing, both in-person and over the phone.
  • The employee is required to sit for extended periods of time and is occasionally required to stand and walk.
  • Remaining in a stationary position for extended periods, frequently sitting but occasionally involving standing or walking short distances; the employee may occasionally climb or balance, and stoop, kneel, crouch, or crawl.
  • Regular use of hands and fingers for tasks like keyboarding, operating office equipment, and filing documents.
  • Ability to lift and move objects weighing up to 10 pounds, and potentially up to 20 pounds occasionally.
  • Ability to observe details at close range, such as viewing a computer screen, reviewing documents, and performing data analysis.
  • The noise level in the work environment is usually quiet to moderate, and no extreme conditions are present.
About RoundPoint Mortgage Servicing LLC

RoundPoint Mortgage Servicing LLC is a fully integrated, non-bank mortgage company, with a subservicing portfolio of approximately 900,000 loans. In 2023, RoundPoint was acquired by Two Harbors Investment Corp. (NYSE: TWO), reaffirming its commitment to MSR as core and essential to our business strategy and our future. A combined Two Harbors and RoundPoint capitalizes on the strengths of both companies, adding significant value for stakeholders through operational and cost efficiencies, as well as the ability to participate more fully in the mortgage finance space as opportunities arise.

Founded in 2009, Two Harbors has grown into a leading publicly traded residential mortgage real estate investment trust (mortgage REIT). We leverage our core competencies of understanding and managing interest rate and prepayment risk to invest in our Agency residential mortgage-backed securities (RMBS) and mortgage servicing rights (MSR) portfolio, with the objective of delivering attractive risk-adjusted returns to our stockholders.

Location
  • Fort Mill, SC
  • Coppell, TX
Employee Status
  • Regular
Travel
  • No
Telecommuter Position
  • No

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