Customer Experience Resolution Specialist
5 days ago
Global Lending Services (GLS) is a leading provider of auto financing solutions, dedicated to making transportation affordable and accessible for millions of people. Our mission is to empower individuals and families to achieve their goals by offering innovative financial products and exceptional customer service.
Salary Range$17.75 - $19.35 per hour, depending on experience.
Job DescriptionAs an Escalations Coordinator with GLS, you will play a critical role in resolving complex customer issues and ensuring positive experiences. You will serve as a resource to front-line associates, taking ownership of escalated cases and working closely with customers to resolve their concerns.
Responsibilities:- Serve as a subject matter expert in handling challenging customer cases and account complexities.
- Take ownership of customer-related issues escalated by front-line associates and drive them to completion.
- Build rapport with customers to win their trust and confidence in the resolution process.
- Apply critical thinking skills to problem-solve and find creative solutions that meet customer needs while adhering to company policies.
- Initiate and follow up on insurance claims, including letters of guarantee, insurance proceeds, and cancelling back-end products.
- Review, identify, and resolve root causes for all escalations, including account disputes, customer service complaints, and regulatory compliance issues.
- Listen to customer feedback and share expertise to inform recommendations on how to improve the customer experience.
- Proactively identify trends and areas of opportunity using tracking tools and provide regular reporting to management.
- 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 to deliver exceptional customer service.
- Team player able to work effectively in a fast-paced environment.
- Proficient computer skills with knowledge of Microsoft Office and ability to learn new applications quickly.
- Intrinsically motivated with a proven ability to take initiative and make recommendations for improvement.
- Competitive hourly rate and performance bonuses.
- Medical, dental, vision, telemedicine, and supplemental insurance benefits.
- 401K with employer match and immediate vesting.
- Paid Time Off (PTO) and paid company holidays.
- Paid Volunteer Time Off (VTO) annually.
- Tuition Reimbursement.
- Parental Leave.
- Business casual work environment.
- Remain seated for 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.
We participate in the E-Verify program to confirm the employment eligibility of all newly hired employees. Please visit our website for more information about our great company and other amazing opportunities.
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