What does it mean to be an Escalations Coordinator with GLS?

As an 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 a comprehensive knowledge of the loan process as well as internal processes and procedures to handle complex cases as an escalated level of support.

How will you drive value within the organization as an Escalations Coordinator?

• 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 canceling 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
• Works independently and/or directly with leadership to resolve highly escalated issues
• Facilitate delivery of training on any system enhancements or strategies to improve customer experience

What should you already know to be successful in this role as an Escalations Coordinator?

• High school diploma or equivalent required
• A minimum of one year of customer service experience is required; customer service experience in the consumer finance industry preferred
• 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

Employment Requirements:

• Must be able to pass a criminal background check
• Remain in a stationary position 85% of the workday
• Constantly operate a computer and other standard office equipment
• Talk and hear to exchange accurate information
• Have close visual acuity to perform activities such as: preparing and analyzing data and figures; viewing a computer terminal; extensive reading