Program Manager – Loan Servicing / Capital Markets Systems (Consulting) SolomonEdwardsProgram Manager – Loan Servicing / Capital Markets Systems (Consulting)Providence, RIRemote$80–$90 / hourThis role will lead complex system implementation efforts across loan servicing, capital markets, and investor/loan accounting functions while partnering with business, technology, and integration leaders to drive execution, manage risk, and maintain alignment across workstreams. We know that our consulting services are only as meaningful as the people and talent behind them, and we are committed to recruiting incredibly talented, committed, and collaborative individuals who can help us deliver exceptional client service.
Loan Servicing Specialist I - (FT Temporary - 6 months) Navigant Credit UnionLoan Servicing Specialist I - (FT Temporary - 6 months)Lincoln, RIUtilizes tact and experienced-based knowledge to resolve member (internal and external) issues, explaining specific policies and products while representing the Credit Union in a professional manner and maintaining positive customer relations. Researches and fulfills daily consumer/indirect loan maintenance requests from the Branches, Indirect Lending, Collections, Contact Center, and other departments within a predetermined time frame as designated by the department supervisor.
Loan Officer Outside Sales Primary Residential CareersLoan Officer Outside SalesCranston, Rhode IslandOriginates their own sales by contacting prospective clients, · Develops and maintains referral sources, · Spends at least one or two hours a day, two or more times a week outside of the office (including a home office), originating loans, · Meets with prospective clients at locations other than PRMI’s offices, e.g., client’s home or other locations, · Meets with clients in person to sell mortgage loan products/packages, · Contact with clients by telephone, mail, and e-mail is adjunct to in-person contacts, · Obtains credit information and necessary documentation for application process, · In-person calls outside of the office on real estate agents and brokers, financial advisors, and other potential referral sources to develop borrower leads, · Engages in marketing and promotional activities in support of their own sales, · Develops new and continued business opportunities and sales leads by cultivating relationships with realtors, builders, bankers, etc. · Completes necessary continuing education in a timely manner and remains current on local developments and trends within the real estate and mortgage industries.
Loan Officer Outside Sales Primary Residential Mortgage IncLoan Officer Outside SalesCranston, RIPart timeOriginates their own sales by contacting prospective clients, · Develops and maintains referral sources, · Spends at least one or two hours a day, two or more times a week outside of the office (including a home office), originating loans, · Meets with prospective clients at locations other than PRMI’s offices, e.g., client’s home or other locations, · Meets with clients in person to sell mortgage loan products/packages, · Contact with clients by telephone, mail, and e-mail is adjunct to in-person contacts, · Obtains credit information and necessary documentation for application process, · In-person calls outside of the office on real estate agents and brokers, financial advisors, and other potential referral sources to develop borrower leads, · Engages in marketing and promotional activities in support of their own sales, · Develops new and continued business opportunities and sales leads by cultivating relationships with realtors, builders, bankers, etc. · Completes necessary continuing education in a timely manner and remains current on local developments and trends within the real estate and mortgage industries.
Experienced Loan Officer - Consumer Direct Mutual of Omaha MortgageExperienced Loan Officer - Consumer DirectProvidence, RIFull timeBy constantly updating our loan programs and pricing based on market patterns, Mutual of Omaha Mortgage ensures that we deliver extremely competitive interest rates combined with optimal mortgage structuring. At Mutual of Omaha Mortgage, Loan Officers are trained to listen, build rapport, understand and analyze the full financial situations of our customers.
Commercial Loan Closer $29.36/hr Veterans Sourcing GroupCommercial Loan Closer $29.36/hrProvidence, RIYou will be responsible for accurately booking loans into the loan accounting system, performing appropriate due diligence tasks, reviewing operational risk components, and ensuring conditions are met prior to closing or funding a loan with a particular focus on C&I financing. As part of the Business Banking Operations team, you will thrive in this role by possessing strong verbal and written communication skills to interact efficiently and effectively with internal business partners, legal counsel, and clients.
Mortgage Loan Officer- US East Coast The Toronto-Dominion BankMortgage Loan Officer- US East CoastRI$11.54–$17.95 / hourOCC Language: This position falls within the definition of Loan Originator as defined under Regulation Z of the Truth in Lending Act, 12 CFR Part 1026.36, and the definition of Mortgage Loan Originator as defined under the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (SAFE Act), 12 U.S.C. §§ 5102 et seq., and its implementing regulations, 12 CFR Part 1007. Total Rewards at TD includes base salary and variable compensation/incentive awards (e.g., eligibility for cash and/or equity incentive awards, generally through participation in an incentive plan) and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off (including Vacation PTO, Flex PTO, and Holiday PTO), banking benefits and discounts, career development, and reward and recognition.
Senior Mortgage Loan Officer-HLC SIT The PNC Financial Services Group IncSenior Mortgage Loan Officer-HLC SITRI$37,440–$44,990 / yearPNC Employees take pride in our reputation and to continue building upon that we expect our employees to be: Customer Focused - Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions. Managing Risk - Assessing and effectively managing all of the risks associated with their business objectives and activities to ensure they adhere to and support PNC's Enterprise Risk Management Framework.
Senior Mortgage Loan Officer-Home Lending Center relocation The PNC Financial Services Group IncSenior Mortgage Loan Officer-Home Lending Center relocationRI$37,440–$44,990 / yearPNC Employees take pride in our reputation and to continue building upon that we expect our employees to be: Customer Focused - Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions. Managing Risk - Assessing and effectively managing all of the risks associated with their business objectives and activities to ensure they adhere to and support PNC's Enterprise Risk Management Framework.
Commercial Loan Officer - CRE Rockland Trust CompanyCommercial Loan Officer - CREProvidence, RIRockland Trust provides a highly supportive platform, including a strong branch network, competitive products and pricing, and experienced credit and operational teams to help you successfully originate and manage CRE relationships. The CRE Loan Officer will deliver value through expertise in structuring transactions, analyzing real estate cash flow and collateral, and aligning financing solutions with clients' acquisition, development, and refinancing goals.
Outside Loan Originator Semper Home LoansOutside Loan OriginatorProvidence, Rhode IslandSemper Home Loans is expanding, and we’re looking for motivated, licensed Mortgage Loan Officers who want more control over their business, income, and growth path. Whether you’re a seasoned originator or a proven sales professional from another industry (car sales, phone sales, insurance, etc.), this is your chance to break into one of the most lucrative careers in financial services.
Family Medicine Physician – Community Health Center | Providence, RI | Competitive Compensation + Loan Repayment Prosperity Placement SolutionsFamily Medicine Physician – Community Health Center | Providence, RI | Competitive Compensation + Loan RepaymentProvidence, RIThis opportunity is ideal for a physician passionate about delivering accessible, high-quality care to underserved communities while enjoying excellent benefits and long-term career stability. Located in Providence, this role offers the opportunity to practice in a vibrant New England city with excellent schools, culture, healthcare infrastructure, and convenient access to Boston and coastal communities.
Family Nurse Practitioner (FNP) | Primary Care | $135,000–$140,000 + Loan Repayment Prosperity Placement SolutionsFamily Nurse Practitioner (FNP) | Primary Care | $135,000–$140,000 + Loan RepaymentProvidence, RI$135,000–$140,000.24 / yearThis opportunity is ideal for an FNP who is passionate about delivering accessible, high-quality care to underserved communities while enjoying excellent benefits and long-term career stability. Located in Providence, this role offers the chance to live and work in one of New England’s most vibrant cities, known for its healthcare community, universities, and coastal access.
Internal Medicine Physician | Providence, RI | Competitive Compensation + Loan Repayment Prosperity Placement SolutionsInternal Medicine Physician | Providence, RI | Competitive Compensation + Loan RepaymentProvidence, RILocated in Providence, this opportunity offers access to one of New England’s most vibrant cities, known for excellent healthcare systems, higher education, coastal living, and a strong sense of community. A respected Federally Qualified Health Center is seeking a Primary Care Provider – Adult Medicine to join its outpatient team serving the adult community in Providence.
Scored Loan and Line Performance Sr Analyst Citizens Financial Group IncScored Loan and Line Performance Sr AnalystRI$130,000–$150,000 / yearJob Description: Build and maintain Scored Loan and Line performance monitoring across vintages/products using leading indicators (e.g., customers dropping below minimum deposit balance, delinquency days past due, % ever 30+, utilization, # cards overlimit). This role focuses on building and maintaining portfolio monitoring, developing insights on credit performance and exposure, and supporting strategy/decisioning changes through testing and post-implementation performance tracking.
Executive Loan Officer (Rhode Island) Rocket Companies IncExecutive Loan Officer (Rhode Island)RIBuild and maintain relationships with real estate agents, investment advisors, accountants, other professionals, friends, family and closed clients to market the Rocket brand and help homebuyers or homeowners obtain real estate financing that meets their personal and financial goals. Our wide variety of home loan options, tools and resources empower our clients to achieve their homeownership dreams.
Senior Mortgage Executive - Lending Support Services Washington Trust Bancorp IncSenior Mortgage Executive - Lending Support ServicesWesterly, RI$200,000–$240,000 / yearThe role requires strong collaboration with sales leadership, a deep understanding of credit and capital markets, and the ability to modernize processes through technology and workflow optimization. Compensation: A good‑faith, reasonable estimate of the base salary range for this role is $200,000-$240,000, and the actual offer will depend on factors such as experience, skills, training, certifications, and education.
Clinician - Child and Family Services Seven Hills FoundationClinician - Child and Family ServicesCranston, RI$40.06–$43.75 / hourJoin our Child and Family Services team as a Clinician providing supervision and clinical oversight to staff delivering Home-Based Therapy Services (HBTS) and Personal Assistance Services and Supports (PASS). You'll play a key role in developing clinicians, offering supervision toward licensure, and delivering behavioral health services that improve the lives of children and families.
Clinician Child and Family Services Seven Hills Foundation IncClinician Child and Family ServicesCranston, RI$40.06–$43.75 / hourJoin our Child and Family Services team as a Clinician providing supervision and clinical oversight to staff delivering Home-Based Therapy Services (HBTS) and Personal Assistance Services and Supports (PASS). You''ll play a key role in developing clinicians, offering supervision toward licensure, and delivering behavioral health services that improve the lives of children and families.
Member Service Advisor - Contact Center (PT - 25 Hours) Navigant Credit UnionMember Service Advisor - Contact Center (PT - 25 Hours)Smithfield, RIMember Services: Process transactions via phone, mail, email, fax, and online services related to loan payments, account transfers, address changes, and debit card issues. These are just a few of the reasons why Navigant Credit Union has been named "Rhode Island's Best Place to Work" year-after-year by the Providence Business News.
Service Associate I Eastern Bankshares IncService Associate IEast Greenwich, RIMajor Responsibilities: Simultaneously performs the duties of a traditional branch customer service representative and teller, primarily in specific traditional branch locations where such a "hybrid" position is authorized. As an inclusive company, we work to ensure that our valued employees are treated fairly, recognized for their individuality, and encouraged to reach their fullest potential.
Regional Service Associate Eastern Bankshares IncRegional Service AssociateProvidence, RIPersons holding this position are generally subject to inside environmental conditions having the lighting, temperature, and noise level of an open floor-plan office environment (moderate, but occasionally loud at times). Problem Solving and Decision Making: Incumbent has the authority to use discretion in some circumstances, but if/when written policy is unclear or there is any uncertainty, the account representative should seek guidance from the immediate branch supervisor.
Director, Client Service Manager FidelityDirector, Client Service ManagerSmithfield, Rhode IslandRemotePlease be advised that Fidelity’s business is governed by the provisions of the Securities Exchange Act of 1934, the Investment Advisers Act of 1940, the Investment Company Act of 1940, ERISA, numerous state laws governing securities, investment and retirement-related financial activities and the rules and regulations of numerous self-regulatory organizations, including FINRA, among others. These benefits include comprehensive health care coverage and emotional well-being support, market-leading retirement, generous paid time off and parental leave, charitable giving employee match program, and educational assistance including student loan repayment, tuition reimbursement, and learning resources to develop your career.
Closing Coordinator Agri-Access Compeer FinancialClosing Coordinator Agri-AccessJohnston, Rhode IslandAnswers questions and provides solutions to internal and external clients on matters relating to the organization’s procedures involving closings, legal documents, title insurance, real estate and chattel collateral. works closely with internal and external clients to set up, organize, verify and close mortgage loans, short-term loans and large.
NewBankruptcy Team Lead Specialist CarringtonBankruptcy Team Lead SpecialistProvidence, RI$25–$29 / hourAudits, reviews and completes the Set-up bankruptcy filings process, Motion for Reliefs, Proof of Claims, Transfer of Claims, Reaffirmations, Notice of Final Cures, Post-Petition Fee notices, Payment Change Notices and the Closing process for accuracy and thoroughness and coordinates corrections as necessary on any Bankruptcy Chapters. • Handles documentation or analysis processes for the set-up bankruptcy filings, Motion for Reliefs, Proof of Claims, Transfer of Claims, Reaffirmations, Notice of Final Cures, Post-Petition Fee notices, Payment Change Notices and the Closing process.
Operations Consultant Bank of America CorpOperations ConsultantRI$59,700–$96,300 / yearResponsibilities:Advises on the design, development, and implementation of complex products, systems, and services in an operations environment using discretionary judgmentAdvises on projects and directs activities of a team related to special initiativesAdvises as a technical expert in assigned area, providing an understanding of the business unit's operations processes and implications on other groups within the operations functionConsults on present-state, develops alternative future-state approaches, and facilitates implementations by creating a clear and coherent approach to guide effective program/initiative setup, execution, and controlIdentifies and recommends responsibilities and accountabilities for key programs/projectsExtensive knowledge of the LoanIQ platform, supporting complex loan operations, client servicing, and process optimization initiatives. We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve Share: Save job Job saved.
Post-Closing Specialist The Silk CompaniesPost-Closing SpecialistWarwick, Rhode IslandSilk Title Co. is a privately owned, fast-growing company which handles billions of dollars a year in real estate transactions for some of the nation’s top fin-tech institutions. Our motto, Service at Scale, combines our technology, proprietary processes, and talented team to deliver title insurance, search, and settlement services across the nation.
Premier Banker- Cranston RI TD BankPremier Banker- Cranston RICranston, Rhode IslandProactively engages in client outreach (via phone, email, appointments, and other means) and regularly meets with clients to conduct needs-based conversations, review and analyze financial information, suggest appropriate solutions and/or service options, and coordinate introductions/interactions with appropriate partners. Total Rewards at TD includes base salary and variable compensation/incentive awards (e.g., eligibility for cash and/or equity incentive awards, generally through participation in an incentive plan) and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off (including Vacation PTO, Flex PTO, and Holiday PTO), banking benefits and discounts, career development, and reward and recognition.
NewRetail Banker I (US) - Johnston, RI TD BankRetail Banker I (US) - Johnston, RIJohnston, Rhode IslandTotal Rewards at TD includes base salary and variable compensation/incentive awards (e.g., eligibility for cash and/or equity incentive awards, generally through participation in an incentive plan) and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off (including Vacation PTO, Flex PTO, and Holiday PTO), banking benefits and discounts, career development, and reward and recognition. Proficient in products, services and routine transactions in order to identify opportunities to educate on Bank products and services to Customers and/or refer them to appropriate team member or internal Bank partners, while ensuring a positive Customer experience.
Retail Banker I (US) - Cranston, RI TD BankRetail Banker I (US) - Cranston, RICranston, Rhode IslandTotal Rewards at TD includes base salary and variable compensation/incentive awards (e.g., eligibility for cash and/or equity incentive awards, generally through participation in an incentive plan) and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off (including Vacation PTO, Flex PTO, and Holiday PTO), banking benefits and discounts, career development, and reward and recognition. Proficient in products, services and routine transactions in order to identify opportunities to educate on Bank products and services to Customers and/or refer them to appropriate team member or internal Bank partners, while ensuring a positive Customer experience.
Premier Banker- Cranston RI The Toronto-Dominion BankPremier Banker- Cranston RICranston, RI$25.75–$41.50 / hourProactively engages in client outreach (via phone, email, appointments, and other means) and regularly meets with clients to conduct needs-based conversations, review and analyze financial information, suggest appropriate solutions and/or service options, and coordinate introductions/interactions with appropriate partners. Total Rewards at TD includes base salary and variable compensation/incentive awards (e.g., eligibility for cash and/or equity incentive awards, generally through participation in an incentive plan) and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off (including Vacation PTO, Flex PTO, and Holiday PTO), banking benefits and discounts, career development, and reward and recognition.
Retail Banker I (US) - Cranston, RI The Toronto-Dominion BankRetail Banker I (US) - Cranston, RICranston, RI$22.50–$29 / hourDepth & Scope: Proficient in products, services and routine transactions in order to identify opportunities to educate on Bank products and services to Customers and/or refer them to appropriate team member or internal Bank partners, while ensuring a positive Customer experience. OCC Language: This position falls within the definition of Loan Originator as defined under Regulation Z of the Truth in Lending Act, 12 CFR Part 1026.36, and the definition of Mortgage Loan Originator as defined under the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (SAFE Act), 12 U.S.C. §§ 5102 et seq., and its implementing regulations, 12 CFR Part 1007.
Retail Banker I (US) - Johnston, RI The Toronto-Dominion BankRetail Banker I (US) - Johnston, RIRI$22.50–$29 / hourDepth & Scope: Proficient in products, services and routine transactions in order to identify opportunities to educate on Bank products and services to Customers and/or refer them to appropriate team member or internal Bank partners, while ensuring a positive Customer experience. OCC Language: This position falls within the definition of Loan Originator as defined under Regulation Z of the Truth in Lending Act, 12 CFR Part 1026.36, and the definition of Mortgage Loan Originator as defined under the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (SAFE Act), 12 U.S.C. §§ 5102 et seq., and its implementing regulations, 12 CFR Part 1007.
Recording/ Quality Control Specialist The Silk CompaniesRecording/ Quality Control SpecialistWarwick, Rhode IslandThe Recording/ Quality Control Specialist works as part of a team to ensure that all closing conditions, as laid out by the lender or their investor, are met after signing and that all transactions are disbursed timely as scheduled. Silk Title Co. is a privately owned, fast-growing company which handles billions of dollars a year in real estate transactions for some of the nation’s top fin-tech institutions.
Retail Banker II Float (US) - North Providence, RI TD BankRetail Banker II Float (US) - North Providence, RIProvidence, Rhode IslandTotal Rewards at TD includes base salary and variable compensation/incentive awards (e.g., eligibility for cash and/or equity incentive awards, generally through participation in an incentive plan) and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off (including Vacation PTO, Flex PTO, and Holiday PTO), banking benefits and discounts, career development, and reward and recognition. This position falls within the definition of Loan Originator as defined under Regulation Z of the Truth in Lending Act, 12 CFR Part 1026.36, and the definition of Mortgage Loan Originator as defined under the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (SAFE Act), 12 U.S.C. §§ 5102 et seq., and its implementing regulations, 12 CFR Part 1007.
Retail Banker II Float (US) - North Providence, RI The Toronto-Dominion BankRetail Banker II Float (US) - North Providence, RIProvidence, RI$23.25–$30.75 / hourOCC Language: This position falls within the definition of Loan Originator as defined under Regulation Z of the Truth in Lending Act, 12 CFR Part 1026.36, and the definition of Mortgage Loan Originator as defined under the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (SAFE Act), 12 U.S.C. §§ 5102 et seq., and its implementing regulations, 12 CFR Part 1007. Total Rewards at TD includes base salary and variable compensation/incentive awards (e.g., eligibility for cash and/or equity incentive awards, generally through participation in an incentive plan) and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off (including Vacation PTO, Flex PTO, and Holiday PTO), banking benefits and discounts, career development, and reward and recognition.
Investment Consultant II - Merrill Premium Bank of America CorpInvestment Consultant II - Merrill PremiumRiverside, RI$28.85–$36.06 / hourThis includes our commitment to being inclusive workplace, attracting and developing exceptional talent, supporting our teammates' physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve. We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve Share: Save job Job saved.
Reverse Mortgage Originator Development Program Mutual of Omaha MortgageReverse Mortgage Originator Development ProgramProvidence, RIFull timeState/local minimum wage base hourly non-recoverable draw plus commission for the first 12 months while we help you grow your business. You can expect the following: Our leading-edge compensation package sees our Loan Officers on average, earning $150,000 annually with the potential for more.
Store Manager II - North Providence, RI The Toronto-Dominion BankStore Manager II - North Providence, RINorth Providence, RI$91,000–$136,240 / yearLeads, coaches and develops a team of service and advice colleagues on services, product and sales informational conversations and/or advice-giving service strategies and tactics to improve the overall customer experience which includes improving overall financial confidence in both colleagues and customers. OCC Language: This position falls within the definition of Loan Originator as defined under Regulation Z of the Truth in Lending Act, 12 CFR Part 1026.36, and the definition of Mortgage Loan Originator as defined under the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (SAFE Act), 12 U.S.C. §§ 5102 et seq., and its implementing regulations, 12 CFR Part 1007.
Store Manager II - North Providence, RI TD BankStore Manager II - North Providence, RINorth Providence, Rhode IslandLeads, coaches and develops a team of service and advice colleagues on services, product and sales informational conversations and/or advice-giving service strategies and tactics to improve the overall customer experience which includes improving overall financial confidence in both colleagues and customers. This position falls within the definition of Loan Originator as defined under Regulation Z of the Truth in Lending Act, 12 CFR Part 1026.36, and the definition of Mortgage Loan Originator as defined under the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (SAFE Act), 12 U.S.C. §§ 5102 et seq., and its implementing regulations, 12 CFR Part 1007.
Mortgage Branch Manager Mutual of Omaha MortgageMortgage Branch ManagerProvidence, RIFull timeBranch Managers work strategically with their sales team in collaboration with operations staff; overseeing their branches responsibilities for active production and pipeline management. At Mutual of Omaha Mortgage, Branch Managers oversee and serve many duties including: sales, recruiting, administration, staff supervision and client networking.
Store Supervisor - Cranston, RI - Bilingual Spanish Preferred The Toronto-Dominion BankStore Supervisor - Cranston, RI - Bilingual Spanish PreferredCranston, RI$24–$33.50 / hourConnects with our Customers/Prospects, provides financial advice, and deepens relationships through lead management activities to include the creation & management of Self-Generated Leads, the management of received Partner/Retail to Retail Referral Leads or Campaign Leads, Customer outreach (Outbound Calls, Relay SMS), setting and/or hosting appointments, and Lead prioritization. OCC Language: This position falls within the definition of Loan Originator as defined under Regulation Z of the Truth in Lending Act, 12 CFR Part 1026.36, and the definition of Mortgage Loan Originator as defined under the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (SAFE Act), 12 U.S.C. §§ 5102 et seq., and its implementing regulations, 12 CFR Part 1007.
Store Supervisor - Cranston, RI - Bilingual Spanish Preferred TD BankStore Supervisor - Cranston, RI - Bilingual Spanish PreferredCranston, Rhode IslandConnects with our Customers/Prospects, provides financial advice, and deepens relationships through lead management activities to include the creation & management of Self-Generated Leads, the management of received Partner/Retail to Retail Referral Leads or Campaign Leads, Customer outreach (Outbound Calls, Relay SMS), setting and/or hosting appointments, and Lead prioritization. Coaches to ensure Customer issues are handled appropriately through Customer problem resolution guidelines and personally participates in the negotiation and resolution where necessary; empowers colleagues to act as a point of escalation for Customer concerns, and takes personal ownership when concerns cannot be managed at junior levels.