Escalations Coordinator

Glsauto; Greenville (SC); Presencial; USD 52.000 - 68.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive base pay

Medical, dental, vision

401K with employer match

Paid Time Off

Tuition Reimbursement

Parental Leave

Volunteer Time Off

Descripción de la vacante

GLS is seeking an Escalations Coordinator to ensure positive customer experiences by handling complex loan-process cases and escalated issues with accuracy and discretion. You will support frontline staff, own cases to resolution, explain loan details, review trends, and contribute to process improvements while maintaining compliance and records.

The role requires strong communication, a customer-service mindset, and the ability to work in a fast-paced environment.

Formación

• High school diploma or equivalent required.
• Minimum of one year of customer service experience.
• Strong verbal and written communication skills.
• Excellent interpersonal skills with conflict management ability.
• Proficient with Microsoft Office; able to learn new apps quickly.
• Excellent organizational skills with attention to detail.
• Strong critical thinking, problem solving, and decision making.
• Commitment to organizational core values.

Responsabilidades

• Serve as a resource to frontline colleagues for complex customer cases.
• Own escalated issues from start to finish and see them through resolution.
• Build rapport with customers to restore trust and satisfaction.
• Explain loan processes and terms clearly to customers.
• Identify root causes and communicate trends to management.
• Provide real-time support to frontline staff on calls.
• Document interactions and outcomes in electronic records.
• Participate in training on system enhancements and strategies.

Conocimientos

Verbal and written communication

Interpersonal skills

Critical thinking

Problem solving

Decision making

Team player

Educación

High school diploma or equivalent

Herramientas

Microsoft Office

Descripción del empleo

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!

• 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

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

The Escalations Coordinator will play a vital role in ensuring positive customer experiences. This position will use comprehensive knowledge of the loan process as well as internal processes and procedures to handle complex customer cases as an escalated level of support.

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

• Serve as a resource to frontline associates in handling challenging customer cases, understanding account complexities, and resolving escalated issues
• 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
• Play a vital role in educating and effectively explaining to customers the details of their auto loan
• Apply critical thinking skills in problem solving to assist customers and still adhere to company policies to protect the interests of the organization
• Review, identify, resolve, and track root causes for all escalations such as account disputes, customer service complaints, and regulatory compliance
• Provide real-time assistance to front line associates on calls
• Listen to customer feedback and share expertise in making recommendations to management on how to create a more positive customer experience
• Provide feedback on escalated trends impacting customer experience
• Facilitate delivery of training of any system enhancements or strategies to improve customer experience
• Maintain electronic records and files that support work performed and results
• Foster a collaborative culture that facilitates the achievement of business plan objectives by working closely with other associates and members of management
• Perform additional assignments and special projects as required by the needs of the company or as directed by management

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

• High school diploma or equivalent required
• Minimum of one-year customer service experience required; customer service experience in the consumer finance industry preferred
• Strong verbal and written communication skills
• Excellent interpersonal skills: friendly and tactful with the ability to influence others, effectively manage conflict, exercise sound judgment, effectively manage highly sensitive and confidential information. Team player that can adapt in a fast paced and changing environment
• Proficient computer skills with working knowledge of standard business applications such as Microsoft Office; 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
• Excellent critical thinking, problem solving, and decision-making skills
• Commitment to exemplifying the organizational core values and key competencies

Employment Requirements:

• Significant portions of daily assignments involve application of manual skills requiring motor coordination in combination with finger dexterity
• Remain in a stationary position up to 100% of the workday
• Constantly operate a computer and other standard office equipment
• Job functions involve sedentary to light physical effort. Physical demands range from sitting, walking, standing, or pushing or pulling materials. Work may involve exerting up to 10 pounds of force to lift, carry, push, pull, or move objects.
• Be able to perform activities such as: viewing a computer terminal, extensive reading, bending, and kneeling

2023 California Applicant Privacy Notice

GLS participates in the E-Verifyprogram to confirm the employment eligibility of all newly hired employees

Please visit www.glsauto.comfor 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)