Escalations Agent

GGA Solutions; Puebla de Zaragoza; On-site; MXN 201,000 - 335,000; Full time

Job summary

GGA Solutions in Puebla, Mexico is seeking an escalation agent to support US auto insurance partners with vehicle title procurement and related paperwork. You will interact with sellers via email and outbound calls, and occasionally take calls as needed.

The role emphasizes accuracy in identifying title documents, coordinating with state DMVs and lien holders, and maintaining clear, timely communication while adapting to a fast-paced environment.

Qualifications

• Self-directed and able to manage tasks autonomously.
• Excellent customer service skills and attitude.
• Proficient in basic office equipment and with Microsoft products.
• Ability to identify/analyze vehicle title documents within company and State guidelines.
• Ability to work closely with State DMV's and Lien Holder entities.
• Problem solver and attention to details.
• Ability to multi-task.
• Ability to work in a fast-paced environment.
• Ability to delegate/prioritize workflow.
• Ability to work independently or in a team environment.
• Occasional overtime as needed.
• Adaptable to constant changes.

Responsibilities

• Assist with procurement of vehicle titles and title paperwork.
• Communicate with sellers via emails and outbound calls.
• Request approvals to proceed with specific processes.
• Handle general inquiries and ongoing communication with insurance partners.

Skills

Self-directed

Customer service

MS Office

Title documents analysis

DMV coordination

Problem solving

Multi-tasking

Adaptability

Overtime

Teamwork

Tools

Microsoft Office

Job description

The escalation agent is responsible for assisting US auto insurance companies with procurement of vehicle titles, title paperwork, and working with financial institutions and vehicle owners following the total loss of their vehicle. This position will work directly with sellers via emails and outbound calls, doesn't mean that they will never take calls. Additionally, part of their main responsibilities includes responding to emails and messages from sellers (insurance partners), requesting approvals to proceed with specific processes, and handling general inquiries, requests, and ongoing communication.

SKILL AND KNOWLEDGE QUALIFICATIONS

• Self-directed and able to manage tasks autonomously

• Excellent customer service skills and attitude

• Proficient in basic office equipment and with Microsoft products

• Ability to identify/analyze vehicle title documents within company and State guidelines.

• Ability to work closely with State DMV's and Lien Holder entities.

• Problem solver and attention to details

• Ability to multi-task

• Ability to work in a fast-paced environment.

• Ability to delegate/prioritize workflow.

• Ability to work independently or in a team environment.

• Occasional overtime as needed.

• Adaptable to constant changes