Account Resolution Specialist

As an Account Resolution Specialist, you’ll play a key role in helping customers reestablish payment history and avoid legal action by finding solutions that work for both the customer and the company. This position blends relationship management, financial strategy, and problem-solving to create win-win outcomes.

OUR STORY

Grand Furniture was founded in 1947 by Rose Stein and operated alongside her 2 sons, Jerry and Herbert. In 1988, Jerry Stein acquired full ownership and brought on his sons, Steve and Craig. Craig Stein became the sole owner in 2009 and opened the first Ashley Furniture in Hampton Roads in 2010, adding to Grand Brands market share. Grand Brands is home to Grand Furniture, Grand Outlet, and Ashley Furniture/Outlet, serving customers right here in Southeastern Virginia and has been recognized as the #1 Ashley Stores licensee. In other words, we operate the highest-ranked Ashley stores nationwide, so customers get great selection and service, and our teams get growth opportunities.

What You'll Do:

• Contact customers (local and out-of-state) to establish acceptable payment arrangements
• Review and manage accounts to prevent legal action while improving payment history
• Work within LTNI and NFC queues and assist with LAS and RRS queues as needed
• Make independent decisions to resolve issues with both customer satisfaction and company goals in mind
• Identify when escalation to management is appropriate
• Maintain a professional and positive attitude in all customer interactions

Requirements

Qualifications:

• 1 year of collections, recovery, or loss mitigation experience required
• College degree preferred
• Proficiency in Microsoft Office and multi-system navigation
• Strong verbal communication and problem-solving skills
• Availability to work a flexible schedule, including weekends and holidays, as business needs require

You'll be a good fit if you:

• Take pride in providing exceptional customer service with empathy and professionalism
• Are confident and assertive on the phone, while remaining respectful and solution-focused
• Enjoy solving problems and can think on your feet when handling complex account issues
• Are motivated by creating positive outcomes for both customers and the company
• Embody GrandBrands’ Core Values: Hungry, Humble, and Smart, every day

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k,)
• Life Insurance
• Paid Time Off (Vacation, Sick & Public Holidays)
• Short Term & Long Term Disability
• Training & Development
• Employee Discount
• Employee Assistance Program