Escalations Coordinator

Global Lending Services • Greenville, SC

2d

About The Position

The Senior Escalations Coordinator plays a vital role in ensuring positive customer experiences. The position uses comprehensive knowledge of the loan process and internal processes and procedures to handle complex customer cases at an escalated level of support. The role supports frontline associates, takes ownership of escalated customer issues through resolution, and helps customers understand the details of their auto loans.

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.
• Ability to work as a team player and adapt to 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, strong attention to detail, and ability to set and manage multiple conflicting priorities.
• Excellent critical-thinking, problem-solving, and decision-making skills.
• Commitment to exemplifying organizational core values and key competencies.
• Ability to perform duties involving manual skills, motor coordination, and finger dexterity.
• Ability to remain stationary for up to 100% of the workday and constantly operate a computer and other standard office equipment.
• Ability to perform sedentary-to-light physical work, including sitting, walking, standing, and pushing or pulling materials; work may require exerting up to 10 pounds of force.
• Ability to view a computer terminal, read extensively, bend, and kneel.

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-related issues escalated by frontline associates and see them through to completion.
• Build rapport with customers and explain auto-loan details to help resolve their issues.
• 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.
• Listen to customer feedback and recommend ways to management to improve the customer experience.
• Provide feedback on escalation trends affecting customer experience.
• Facilitate training on system enhancements and strategies to improve customer experience.
• Maintain electronic records and files documenting work performed and results.

Benefits

• Competitive base pay and performance bonuses, dependent on role.
• Medical, dental, vision, telemedicine, supplemental insurance, and long-term and short-term disability benefits.
• 401(k) with employer match and 100% immediate vesting.
• Paid time off and paid company holidays.
• Annual paid Volunteer Time Off.
• Tuition reimbursement.
• Parental leave.
• Business-casual work environment.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED