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Sr Resolution Manager Jobs in Rhode Island (NOW HIRING)

As a Senior Project Manager for the Operations team, you will lead strategic initiatives focused on ... Drive root cause analysis, action planning, issue resolution, and implementation of process ...

In this key role, the Sr. Manager, Engineering oversees the engineering groups at High Purity New ... Strong conflict resolution skills Education and Experience: * Bachelor's degree in Engineering ...

In this key role, the Sr. Manager, Engineering oversees the engineering groups at High Purity New ... Strong conflict resolution skills Education and Experience: * Bachelor's degree in Engineering ...

Senior Project Manager

Providence, RI · On-site

$145K - $210K/yr

ResponsibilitiesWe are currently looking for Senior Project Managers with MSBA project experience ... resolution, contracts, etc. * Develop, nurture, and maintain ongoing client, architect ...

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Sr Resolution Manager information

What is a Sr Resolution Manager?

A Sr Resolution Manager is a senior-level professional responsible for overseeing and resolving complex issues or disputes within an organization, often related to customer service, operations, or project delivery. They handle escalated cases, analyze root causes, and develop strategies to prevent future problems. Sr Resolution Managers typically lead teams, collaborate with other departments, and ensure that resolutions align with company policies and customer satisfaction goals. Their expertise is crucial for maintaining high service standards and improving overall business processes.

What are some common challenges faced by a Sr Resolution Manager, and how can they be successfully addressed?

A Sr Resolution Manager often encounters complex customer issues that require balancing company policies with customer satisfaction. Navigating escalated cases and coordinating with cross-functional teams can be challenging, especially when quick and effective solutions are needed. Success in this role relies on strong communication, negotiation, and problem-solving skills, as well as the ability to remain calm under pressure. Building strong relationships with colleagues in operations, legal, and customer support departments can also help streamline resolutions and improve outcomes.

What are the key skills and qualifications needed to thrive as a Sr Resolution Manager, and why are they important?

To thrive as a Sr Resolution Manager, you need strong problem-solving abilities, conflict resolution experience, and a background in customer service or operations management, often supported by a bachelor's degree. Familiarity with case management systems, CRM platforms, and reporting tools like Salesforce or Zendesk is typically required. Exceptional communication, leadership, and negotiation skills set top performers apart in this role. These skills and qualities are crucial for efficiently resolving complex issues, maintaining client satisfaction, and driving team effectiveness.

What is the difference between Sr Resolution Manager vs Customer Support Supervisor?

AspectSr Resolution ManagerCustomer Support Supervisor
CredentialsExperience in conflict resolution, project management, and industry-specific certificationsCustomer service experience, leadership skills, and sometimes industry-specific training
Work EnvironmentOversees resolution teams, manages escalations, and develops strategies for complex issuesManages customer support staff, handles daily operations, and ensures service quality
Employer & Industry UsageCommon in IT, telecommunications, and service industriesWidely used in retail, hospitality, and call centers

The Sr Resolution Manager focuses on high-level resolution strategies and managing escalated issues, often in technical or complex environments. In contrast, the Customer Support Supervisor handles daily customer interactions and team supervision. Both roles require strong communication skills, but the Sr Resolution Manager typically deals with more complex cases and strategic planning.

What are popular job titles related to Sr Resolution Manager jobs in Rhode Island?

For Sr Resolution Manager jobs in Rhode Island, the most frequently searched job titles are:

What cities in Rhode Island are hiring for Sr Resolution Manager jobs?

Cities in Rhode Island with the most Sr Resolution Manager job openings:

Senior Commercial Resolution Officer I

Carolina, RI • Hybrid


First Citizens Bank

7.4

Company rating: 7.4 out of 10

Based on 106 frontline employees who took The Breakroom Quiz

108th of 174 rated banks

People enjoy working here

Good employer

Recommended by students


$150K - $210K/yr

Full-time

Re-posted 14 days ago


Job description

Overview

The ideal candidate will be able to work a hybrid schedule at our Raleigh, NC office located at 100 East Tryon Rd. Will consider a highly qualified candidate for remote work. 

This position manages a complex loan portfolio of problem relations and works to resolve problem credits within commercial, industrial and business relationships and large commercial real estate projects. Evaluates credit risk, financial statements, and loan collateral to develop and execute resolution strategies. Approves modifications, renewals or other status changes to restructure loans appropriately after evaluations. May engage with borrowers, legal counsel and other key parties to resolve problem credits while minimizing losses. Maintains a functional portfolio review process to identify, report and recommend status changes in a timely and accurate fashion. Serves as a resource on assigned portfolio resolutions and relationships.


Responsibilities & Qualifications

Duties & Responsibilities:

  • Portfolio Management - Manages an assigned portfolio of complex commercial, industrial, and business relationships, and large commercial real estate projects. Develops and examines credit profiles to determine resolution strategy. Evaluates loan documentation, credit analysis, and financial information to identify weaknesses that require immediate attention. Creates or revises existing resolutions strategies. Approves modifications, forbearance agreements, and renewals. Identifies and documents troubled debt restructures, recommending status changes as appropriate. Works directly with borrowers, Bank counsel, and other appropriate parties to negotiate and resolve problem credits. Influences the market team for support on resolution strategies and collaborates with analysts on annual reviews.
  • Business Support - Manages credit, operational, reputational, regulatory, and legal risks related to personal interactions, client transactions, and financial exposures. Serves on review teams and assists with department training efforts.
  • Loan Expertise - Possesses expert knowledge of current bankruptcy laws and regulations. Designs and implements complex loan restructures, including post default restructures. Skilled in collateral liquidation strategies, and in designing and structuring deficiency actions. Serves as a resource to management and wider business units on the appropriate structuring and monitoring of loan portfolios.
  • Reporting - Monitors assigned portfolios to report losses or significant changes. Records all actions, conversations, and financial information in department portfolio or loan management system. Presents cases to Special Assets Committee as needed.


Qualifications:

Bachelor's Degree and 8 years of experience in Commercial Resolution, Special Assets, Destressed Loans, and/or Workout OR High School Diploma or GED and 12 years of experience in Commercial Resolution, Special Assets, Destressed Loans, and/or Workout.


Additional Information

Additional Requirement:

5+ years of SBA 504 experience

Preferred Experience:

Bachelor’s Degree with at least 10 years’ experience in managing a portfolio of Substandard grade credits (special assets / workout / distressed loans) with at least 4 years’ experience with managing a $75+MM portfolio size, preferably with a Bank with at least $100B in assets

This job posting is expected to remain active for 45 days from the initial posting date listed above. If it is necessary to extend this deadline, the posting will remain active as appropriate. Job postings may come down early due to business need or a high volume of applicants.  

The base pay for this position is generally between $150,000 and $210,000. Actual starting base pay will be determined based on skills, experience, location, and other non-discriminatory factors permitted by law. For some roles, total compensation may also include variable incentives, bonuses, benefits, and/or other awards as outlined in the offer of employment. 

Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at https://jobs.firstcitizens.com/benefits.

Qualifications:

Additional Requirement:

5+ years of SBA 504 experience

Preferred Experience:

Bachelor’s Degree with at least 10 years’ experience in managing a portfolio of Substandard grade credits (special assets / workout / distressed loans) with at least 4 years’ experience with managing a $75+MM portfolio size, preferably with a Bank with at least $100B in assets

This job posting is expected to remain active for 45 days from the initial posting date listed above. If it is necessary to extend this deadline, the posting will remain active as appropriate. Job postings may come down early due to business need or a high volume of applicants.  

The base pay for this position is generally between $150,000 and $210,000. Actual starting base pay will be determined based on skills, experience, location, and other non-discriminatory factors permitted by law. For some roles, total compensation may also include variable incentives, bonuses, benefits, and/or other awards as outlined in the offer of employment. 

Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at https://jobs.firstcitizens.com/benefits.

Education:UNAVAILABLEEmployment Type: FULL_TIME

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