What are the responsibilities and job description for the Collections Administrative Coordinator - Remarketing position at Global Lending Services?
Why GLS?
Purpose: Access to affordable, reliable transportation is essential to leading productive work and personal lives, caring well for oneself, one’s family, and the needs of others. Through advanced analytics and technology, we can more accurately predict credit risk and provide more people with an affordable auto financing option for their next vehicle. That’s what GLS has done for over 10 years, helping more than half a million families meet and improve their transportation needs.
People: Join a culture of over 1,000 employees who Care Deeply and Think Boldly, driving innovation in an adaptive and positive culture that celebrates successes. We empower and reward individuals and teams who make direct, positive impacts to the business and each other, who take pride in their work and are ever-raising the bar.
Growth: Recognized by Inc 5000 as one of the fastest-growing private companies in America. Join GLS to grow with us!
Benefits: GLS offers the below great benefits for your amazing work!
o Competitive base pay and performance bonuses, dependent on role
o Medical, dental, vision, telemedicine, supplemental insurance benefits, long-term and short-term disability
o 401K with employer match and 100% immediate vesting
o Paid Time Off (PTO) and paid company holidays to help you balance work and personal life
o Paid Volunteer Time Off (VTO) Annually
o Tuition Reimbursement
o Parental Leave
o Business casual work environment
What does it mean to be a Senior Collections Administrative Coordinator at GLS?
The Senior Collections Coordinator position is responsible for assisting in the oversight of all specialty collections and/or remarketing processes. The Senior Collections Specialty Coordinator helps to optimize existing workflows and drive process improvements.
\n- Support associates in handling challenging customer/account cases and understanding account complexities
- Partner or guide associates to deescalate and find resolution to customer/account related issues
- Educating and effectively explaining to customers the details of their auto loan
- Apply critical thinking skills in problem solving to assist the customer and while adhering to company policies and procedures
- Review, identify, resolve, and track root causes for all escalations such as account disputes, customer service complaints, and regulatory compliance
- Effectively collaborates with external vendors to support operational process and resolve customer/account cases
- Assists with the development and implementation of compliance, training, and review processes for operational activities
- Conduct QA reviews to support adherence to company policy and regulatory requirements within all designated functions.
- Provide real-time assistance to front line associates on calls
- Proactively identify issues and trends using a tracking tool to monitor and provide reporting on areas of opportunity
- Provide feedback to leadership on escalated trends impacting customer experience and business
- Support oversight of process flows and assist in the update or creation of procedural documents
- Work independently and/or directly with leadership to resolve highly escalated issues
- Foster a collaborative culture that facilitates the achievement of business plan objectives by working closely with other associates and members of management
- Facilitate training; oversee system enhancements and process changes
- Minimum of High School Diploma or equivalent required. Bachelor’s degree preferred
- Auto finance industry experience preferred
- Exceptional interpersonal skills: effectively manage highly sensitive and confidential information, interact at all levels within the organization, and build cross-functional partnerships across the business
- Exceptional oral and written communication skills
- Team player that can adapt in a fast pace and changing environment
- Proficient computer skills with working knowledge of internet and standard business applications such as Microsoft Office, specifically spreadsheet creation and formula-based calculations; 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
- Commitment to exemplifying the organizational core values and key competencies
- This position is full-time
- The position is a full in-office position
- Days and hours of work are Monday through Friday, 8:00am-5:00pm
- Regular, predictable attendance is required, including overtime hours as business demands dictate
- Evening and weekend work may be required as job duties demand
2023 California Applicant Privacy Notice
GLS participates in the E-Verify program to confirm the employment eligibility of all newly hired employees
Please visit www.glsauto.com for information about our great company and other amazing opportunities
Applicants have rights under Federal Employment Laws
Family and Medical Leave Act (FMLA)
Equal Employment Opportunity (EEO)
Employee Polygraph Protection Act (EPPA)