Senior Escalations Coordinator

Global Lending Services-posted 10 months ago
Full-time • Mid Level
Greenville, SC
Credit Intermediation and Related Activities
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As a Senior Escalations Coordinator, you will play a vital role in ensuring positive customer experiences. When front line associates are unsuccessful or unable to assist customers, you will use comprehensive knowledge of the loan process as well as internal processes and procedures to handle complex cases as an escalated level of support.

  • Serve as a resource to front line associates in handling challenging customer cases and understanding account complexities.
  • 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.
  • Apply critical thinking skills in problem solving to assist the customer and still adhere to company policies to protect the interests of the organization.
  • Initiate and follow up on insurance claims, including letters of guarantee, insurance proceeds and cancelling back-end products.
  • Review, identify, resolve, and track root causes for all escalations such as account disputes, customer service complaints, and regulatory compliance.
  • Listen to customer feedback and share expertise in making recommendations to management on how to create a more positive customer experience.
  • Proactively identify issues and trends using a tracking tool to monitor and provide reporting on areas of opportunity.
  • Provide feedback on escalated trends impacting customer experience.
  • Work independently and/or directly with leadership to resolve highly escalated issues.
  • Facilitate delivery of training of any system enhancements or strategies to improve customer experience.
  • Internal candidates must have a minimum of 12 months experience in a C2 level position with a track record of sustained, top performance against company standards.
  • Excellent verbal and written communication skills that enable the delivery of consistent, exceptional customer service regardless of the situation or temperament of the customer.
  • Team player able to work effectively in partnership with other team members in a fast-paced and changing environment.
  • Proficient computer skills with working knowledge of internet and standard business applications such as Microsoft Office; ability to quickly learn new computer applications as required.
  • Intrinsically motivated with demonstrated ability to take initiative, identify needs, make recommendations for improvement, see recommendations through implementation, and evaluate improvements for effectiveness.
  • Exceptional interpersonal skills.
  • Competitive base pay and performance bonuses, dependent on role.
  • Medical, dental, vision, telemedicine, supplemental insurance benefits, long-term and short-term disability.
  • 401K with employer match and 100% immediate vesting.
  • Paid Time Off (PTO) and paid company holidays to help you balance work and personal life.
  • Paid Volunteer Time Off (VTO) Annually.
  • Tuition Reimbursement.
  • Parental Leave.
  • Business casual work environment.
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