Customer Service Coordinator

Global Lending Services•Tempe, AZ

45d

About The Position

The Customer Service 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.

Requirements

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

Nice To Haves

customer service experience in the consumer finance industry preferred

Responsibilities

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