Escalations Coordinator at Glsllc

What does it mean to be a Senior Escalations Coordinator with GLS?The Senior Escalations Coordinator will play a vital role in ensuring positive customer experiences. This position will use comprehensive knowledge of the loan process as well as internal processes and procedures to handle complex customer cases as an escalated level of support. 

How will you drive value within the organization as a Senior Escalations Coordinator?

Serve as a resource to frontline associates in handling challenging customer cases, understanding account complexities, and resolving escalated issues 

Take ownership of customer-related issues escalated by front line associates and see them to completion 

Quickly build rapport with customers to win their trust in the resolution of their issues 

Play a vital role in educating and effectively explaining to customers the details of their auto loan 

Apply critical thinking skills in problem solving to assist customers and still adhere to company policies to protect the interests of the organization 

Review, identify, resolve, and track root causes for all escalations such as account disputes, customer service complaints, and regulatory compliance 

Provide real-time assistance to front line associates on calls 

Listen to customer feedback and share expertise in making recommendations to management on how to create a more positive customer experience 

Provide feedback on escalated trends impacting customer experience 

Facilitate delivery of training of any system enhancements or strategies to improve customer experience 

Maintain electronic records and files that support work performed and results 

Foster a collaborative culture that facilitates the achievement of business plan objectives by working closely with other associates and members of management 

Perform additional assignments and special projects as required by the needs of the company or as directed by management 

What should you already know to be successful in this role as a Senior Escalations Coordinator?

High school diploma or equivalent required

Minimum of one-year customer service experience required; customer service experience in the consumer finance industry preferred 

Strong verbal and written communication skills  

Excellent interpersonal skills: friendly and tactful with the ability to influence others, effectively manage conflict, exercise sound judgment, effectively manage highly sensitive and confidential information. Team player that can adapt in a fast paced and changing environment  

Proficient computer skills with working knowledge of standard business applications such as Microsoft Office; ability to quickly learn new computer applications as required   

Excellent organizational skills with high attention to detail and demonstrated ability to effectively set and manage multiple conflicting priorities 

Excellent critical thinking, problem solving, and decision-making skills 

Commitment to exemplifying the organizational core values and key competencies 

Employment Requirements:

Significant portions of daily assignments involve application of manual skills requiring motor coordination in combination with finger dexterity 

Remain in a stationary position up to 100% of the workday 

Constantly operate a computer and other standard office equipment   

Job functions involve sedentary to light physical effort. Physical demands range from sitting, walking, standing, or pushing or pulling materials. Work may involve exerting up to 10 pounds of force to lift, carry, push, pull, or move objects. 

Be able to perform activities such as: viewing a computer terminal, extensive reading, bending, and kneeling 

Schedule:

This position is full-time; candidate must be flexible to work departmental operating days and times which include Monday through Saturday, 8:00am-8:00pm. 

Regular, predictable attendance is required, including overtime hours as business demands dictate 

Evening and weekend work may be required as job duties demand 

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