Resolution Specialist

We need to output HTML fragment with sections: About the role? Actually the posting includes "About Leaf Home" and "Why Leaf Home" etc. We need to use

for section headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. However we must only include sections when posting has real, specific content. The posting includes: About Leaf Home (company description) maybe corresponds to "About the role"? Actually "About the role" is not present; we have "Position Summary". That could be considered "About the role". We'll map "Position Summary" to About the role heading. Responsibilities: "Essential Duties and Responsibilities:" list. Requirements: "Experience and Minimum Qualifications:" maybe qualifies as Requirements. Qualifications: maybe "Preferred Knowledge, Skills, Abilities or Certifications:" could be Qualifications or Skills. Skills: maybe we can combine. Benefits: "What We Offer" includes benefits. Pay: Not mentioned explicitly; no salary. So we should NOT include Pay section. Schedule: Not mentioned; no schedule specifics. So omit. We must not repeat job title as heading. No Job ID. We must remove boilerplate: cookie/navigation/legal/EEO etc. Remove "Disclaimer", "Are We Your Company?" maybe keep? It's more about company growth; could be part of About Leaf Home? Might be considered fluff but it's substantive? It's about growth; could be kept as part of About Leaf Home? But we need to preserve all substantive information. The instruction: Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. The "Are We Your Company?" section seems like marketing fluff but not boilerplate; it's about company growth. Might keep as part of About Leaf Home? However we have limited headings; we could include it under About the role? But better to keep as part of About Leaf Home (maybe as a paragraph). The "What We Offer" includes benefits. We also have "Awards and Recognition" and "Diversity and Equal Opportunity" etc. Those are boilerplate EEO etc; should be removed. Also "Americans with Disabilities Act Statement" remove. Thus we need to extract: - About Leaf Home (company description) maybe as About the role? Actually we have "About Leaf Home" paragraph at start. Then "Why Leaf Home" bullet points. Then "Position Summary". We could combine About Leaf Home and Why Leaf Home into About the role? But the instruction says use headings for sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. So we need to map content to those headings. Thus:

About the role

-> include Position Summary and maybe company overview? The Position Summary describes role. We'll put that.

Responsibilities

-> list of essential duties.

Requirements

-> Experience and Minimum Qualifications.

Qualifications

-> Preferred Knowledge, Skills, Abilities or Certifications.

Skills

-> maybe we could extract skills from requirements? But we already have qualifications; maybe we can skip Skills if no distinct content. But we could list skills like "Microsoft Office Suite", "analytical", etc. However those are already in requirements. To avoid duplication, maybe we omit Skills section if no separate content. The instruction: Prefer a few substantive sections over many thin ones. So we could omit Skills.

Benefits

-> What We Offer list. We must not include Pay or Schedule. Now we need to format lists with

• . We must preserve all substantive information; do not invent or summarize away detail. So we need to copy the text exactly? Probably we can keep the wording but ensure it's within

  or

• . We must not add extra info. Let's extract: About Leaf Home paragraph: "At Leaf Home, we are powered by people on a single mission to make homeownership easy. We’ve crafted a team of the very best to ensure we make a difference by winning every day. In addition to serving our customers, Leaf Home strives to build a welcoming and inclusive workplace. We are proud to be a certified Great Place to Work® as well as a multi-year recipient of Top Workplaces recognition. From competitive medical benefits to people-focused committees like the Women’s Committee, Diversity & Inclusion Committee, and VetConnect, we are dedicated to making Leaf Home a workplace where you can win every day. Come grow your career with us." Why Leaf Home bullet points: "We Win – Being driven every day to win is who we are", "People Powered – Recognized as a top Ohio and U.S. workplace by Great Place to Work®, Energage, and more", "Family Feel with Enterprise-Level Resources – You are important to us, and we’ve built a culture you’ll love", "Support – Inclusion, sustainability, and reliability surround everything we do", "Personal Growth – Dedicated to providing resources and encouragement for employee growth", "Mobility – Locations throughout the U.S. and Canada, with continued expansion". These are bullet points; we could include them as part of About the role? Might be considered company culture; but we have no specific heading for company overview. Could embed them in About the role paragraph as

  with bullet list? But we need to follow rule: use

  • for any list of duties/requirements/benefits. These are not duties/requirements/benefits; they are company attributes. Could be placed in

    as sentences. But we could also make a

    for them; but rule says use
    • for any list of duties/requirements/benefits. It doesn't forbid using for other lists, but we should follow. Safer to put them in

      as sentences separated by commas or semicolons. However we need to preserve all substantive information; we can keep them as a list but maybe it's okay. I'd keep them as

      • but note it's not duties/requirements/benefits; but still a list. The rule didn't prohibit using for other lists, just said use for any list of duties/requirements/benefits. It didn't say you cannot use for other lists. So we can. Position Summary: "The Resolution Specialist is responsible for managing and resolving complex customer issues, including escalated complaints, customer litigation matters, and insurance-related claims. This role serves as a key liaison between customers, legal teams, insurance providers, and internal departments to ensure timely, fair, and compliant resolutions while minimizing organizational risk in the United States and Canada." Now Responsibilities list: each bullet after "Essential Duties and Responsibilities:" we need to capture each line. Let's list them: - Review, investigate, and resolve high risk or escalated customer disputes in accordance with company policies and regulatory requirements. - Collect and analyze documentation for escalated disputes that are in a pre-suit status or on a regulatory platform. - Oversight and management of general liability insurance claims related to customer disputes, including claim intake, investigation, analyzing independent adjuster reports and recommending resolutions with authority to resolve. - Collaborate with internal and external teams to gather all necessary data for case analysis and proposed resolutions across all types of high-risk platforms. - Communicate clearly and professionally with customers to explain your findings, decisions, and outcomes. - Act as the primary point of contact for customer-related litigation to outside counsel, to adjusters for insurance matters and to regulatory platforms for pre-litigation disputes. - Document all findings, actions, and final decisions accurately within case management systems and case files. - Maintain a strong understanding of dispute processes, product knowledge, and relevant regulations. - Identify strategic trends & root causes of customer disputes as well as litigation matters to reduce future risk to the business. - Track litigation cases through trial and appeal and ensure compliance with court deadlines and legal-related requirements. Also, ensure timely submission of insurance claims. - Provide recommendations for process improvements and dispute prevention strategies. Now Requirements (Experience and Minimum Qualifications): - Bachelor's degree or a Combination of education, training, and experience. - 3+ years of experience in dispute resolution, claims management, litigation support, insurance, or customer escalations. - Complex understanding of the products and services available to customers and the ability to present each and/or all of them to a prospective client based on their specific needs. - Ability to manage multiple complex cases simultaneously. - Hold oneself accountable and responsible while being self-driven in accomplishing goals. - High attention to detail and documentation accuracy. - Ability to manage sensitive matters with professionalism and confidentiality. - Excellent verbal and written communication skills & strong analytical and investigative abilities - Ability to logically connect ideas, scrutinize and evaluate arguments, find inconsistencies and errors in work, solve complex problems, and engage in reflection. - Ability to provide timely and empathetic service through all communication channels keeping in peer and customer needs first. - Proficiency using Microsoft Office Suite. - Must be legally authorized to work in the country of employment without sponsorship for employment visa status (e.g., H1B status). Now Preferred Knowledge, Skills, Abilities or Certifications: - Experience in the home remodeling or construction industry - Travel Requirements: No travel required (stationary work location). - Overtime/Additional Hours Requirements: Overtime hours may be required based on business needs. - Physical Requirements: Normal office environment. Performs indoor work in a climate-controlled environment. Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. These are not exactly "Preferred Knowledge, Skills, Abilities or Certifications" but they are separate sections. However we need to map to headings: Qualifications maybe includes Preferred Knowledge, Skills, Abilities or Certifications. Travel, Overtime, Physical Requirements could be considered Qualifications? But they are not qualifications; they are job details. However we have no heading for Travel/Overtime/Physical. We could include them under Qualifications as a list? But they'd be mixed. Better to create a separate section? Not allowed headings besides the predefined list. So we must fit them into one of the allowed headings. Perhaps we can put Travel, Overtime, Physical Requirements under Qualifications as well, but they'd be mislabeled. However the instruction: "include a section ONLY when the posting has real, specific content for it — never emit a heading followed by filler/placeholder text". So if we put Qualifications heading, we must have content that matches qualifications. The travel/overtime/physical are not qualifications but they are specific content; we could still put them under Qualifications but that would be semantically inaccurate. However maybe we can treat them as "Qualifications" broadly (including job requirements). The heading list includes Requirements and Qualifications; maybe Requirements is for mandatory qualifications, Qualifications for preferred. Travel/Overtime/Physical are not qualifications but they are job details; maybe we could omit them? But we must preserve ALL substantive information. So we need to include them somewhere. Could we put them under Requirements? They are not experience/education but they are job requirements (travel, overtime, physical). Could be considered part of Requirements. The heading "Requirements" could encompass all mandatory job requirements, including travel, overtime, physical. So we can include those under Requirements as well. Thus Requirements section will include both the Experience and Minimum Qualifications list plus Travel, Overtime, Physical Requirements. Qualifications section will include Preferred Knowledge, Skills, Abilities or Certifications (i.e., experience in home remodeling or construction industry). That's the only preferred qualification. Now Benefits: "What We Offer" list: - Industry-leading compensation package - Competitive medical, dental, and vision benefits after 60 days - Retirement savings plan with company match - Paid parental leave and generous paid time off programs - On-campus fitness programs and meal delivery services - Comprehensive health, wellbeing, financial wellness, and childcare benefits - Opportunities for growth and advancement - Additional