Escalations Specialist: Customer Resolution Champion

Global-Lending-Services; Greenville (SC); On-site; USD 40,000 - 52,000; Full time

Benefits offered by this job

Competitive base pay

Performance bonuses

Medical, dental, vision, telemedicine

401K with employer match

PTO and company holidays

Volunteer Time Off

Tuition Reimbursement

Parental Leave

Business casual environment

Job summary

Global-Lending-Services is seeking an Escalations Coordinator to support complex customer cases and ensure positive outcomes. The role focuses on applying in-depth loan process knowledge and internal procedures to escalate issues and drive timely resolutions.

You will collaborate with frontline teams, own escalated cases, and communicate effectively to customers while upholding company policies and protecting organizational interests.

Qualifications

• High school diploma or equivalent required.
• Minimum of one-year customer service experience.
• Excellent verbal and written communication skills.
• Strong interpersonal skills and tactful interaction.
• Proficient with Microsoft Office and quick to learn new apps.

Responsibilities

• Serve as a resource to frontline associates in handling challenging customer cases and complex account issues.
• Take ownership of escalated customer issues and shepherd them to resolution.
• Quickly build rapport with customers to earn trust and resolve concerns.
• Explain loan details clearly to customers and educate them on processes.
• Identify root causes of escalations and track progress for trends.
• Provide real-time assistance to frontline staff on calls and communications.
• Share feedback with management to improve the customer experience.
• Lead training on new systems or strategies to enhance service quality.

Skills

Customer service

Verbal & written communication

Interpersonal skills

Computer skills

Organizational skills

Critical thinking

Policy adherence

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

Global-Lending-Services is seeking an Escalations Coordinator to support complex customer cases and ensure positive outcomes. The role focuses on applying in-depth loan process knowledge and internal procedures to escalate issues and drive timely resolutions.

You will collaborate with frontline teams, own escalated cases, and communicate effectively to customers while upholding company policies and protecting organizational interests.