Resolution Specialist

About Leaf Home

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

• 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

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.

Essential Duties and Responsibilities:

• 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.

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).

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.

Disclaimer

This job description is not meant to be an all-inclusive list of duties, functions, and/or responsibilities of this position. Other related functions and responsibilities may be assigned as required to complete assignments or initiatives. Leaf Home reserves the right to change, add, delete, or modify job functions as necessary based on business necessity. The company or employee has the right to terminate employment at any time for any reason; employment is at will, to the extent of federal, state, or local law. This job description does not promise or guarantee continued employment with Leaf Home.

Are We Your Company?

Focused on Growth Leaf Home is dominating the home improvement industry as we continue to grow. We work hard and play harder. With offices across the U.S. and Canada, our diverse team spans marketing, sales, installation, and service. We are committed to employee growth through:

• Innovating, Always – Providing cutting-edge solutions for employees and customers

• Partnering with Our Customers – Building trusted relationships at the core of everything we do

• Empowering Employees – Creating opportunities for growth and success in a supportive environment

• Supporting Our Communities – Giving back to the places our customers and employees call home

What We Offer

• 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 Perks

• Employee assistance program with 24/7 legal, financial, and counseling support

• Employee discount marketplace with thousands of savings options

• Flexible Gym membership

• Employee resource groups, including VetConnect and the Women’s Committee

Awards and Recognition

Leaf Home has been recognized as a top workplace by The Plain Dealer, is a multi-year recipient of Top Workplaces USA by Energage, and is Great Place to Work® Certified™. Additional recognitions include:

• Remodeling 550 list placements

• Qualified Remodeler Top 500 rankings

• Smart Culture Awards for employee-focused culture

• Inc. 5000 and Inc. 5000 Regionals: Midwest growth recognition

For a full list of awards, visit www.leafhome.com/press/.

Diversity and Equal Opportunity

Leaf Home is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. Employment decisions are made without regard to race, color, ancestry, national origin, gender identity or expression, sexual orientation, marital status, religion, age, genetic information, veteran status, or disability, in accordance with applicable law.

Americans with Disabilities Act Statement and Contact

Leaf Home is committed to honoring the spirit and requirements of the Americans with Disabilities Act. If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to adarecruiting@leafhome.com.