Escalations Coordinator

Global Lending Services•Greenville, SC

18h

About The Position

The Senior Escalations Coordinator supports positive customer experiences by applying comprehensive knowledge of the loan process and internal procedures to resolve complex customer cases at an escalated level of support. The role serves as a resource to frontline associates and takes ownership of customer issues through resolution, while helping customers understand their auto loans and ensuring company policies are followed. The position also identifies and tracks the root causes of escalations, shares customer feedback and trend insights with management, provides real-time assistance to frontline associates, and helps deliver training related to system enhancements and customer-experience strategies. The role maintains electronic records of work performed and results.

Requirements

High school diploma or equivalent.
At least one year of customer service experience.
Strong verbal and written communication skills.
Excellent interpersonal skills, including friendliness, tact, and the ability to influence others.
Ability to manage conflict effectively and exercise sound judgment.
Ability to handle highly sensitive and confidential information effectively.
Ability to work as a team player in a fast-paced, changing environment.
Proficient computer skills and working knowledge of standard business applications such as Microsoft Office, with the ability to learn new applications quickly.
Excellent organizational skills and attention to detail.
Demonstrated ability to set and manage multiple conflicting priorities.
Excellent critical-thinking, problem-solving, and decision-making skills.
Commitment to exemplifying the organization's core values and key competencies.
Ability to perform assignments requiring motor coordination and finger dexterity; remain stationary for up to 100% of the workday; operate a computer and standard office equipment; perform sedentary-to-light physical work involving sitting, walking, standing, pushing or pulling materials, and moving objects weighing up to 10 pounds; and perform activities such as viewing a computer terminal, extensive reading, bending, and kneeling.

Nice To Haves

Customer service experience in the consumer finance industry.

Responsibilities

Serve as a resource to frontline associates handling challenging customer cases, account complexities, and escalated issues.
Take ownership of customer issues escalated by frontline associates and resolve them through completion.
Build rapport with customers and help earn their trust during issue resolution.
Explain auto-loan details to customers and educate them about their accounts.
Use critical thinking to solve customer problems while adhering to company policies and protecting organizational interests.
Review, identify, resolve, and track root causes of escalations, including account disputes, customer-service complaints, and regulatory-compliance issues.
Provide real-time assistance to frontline associates on calls.
Share customer feedback and recommendations with management to improve the customer experience.
Provide feedback on escalation trends that affect customer experience.
Facilitate training on system enhancements or strategies intended to improve customer experience.
Maintain electronic records and files documenting work performed and results.