Escalations Coordinator at Global Lending Services

Tempe, Arizona, United States

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Financial Services, LendingIndustries

Requirements

High school diploma or equivalent
Minimum of one-year customer service experience (consumer finance industry preferred)
Strong verbal and written communication skills
Excellent interpersonal skills: friendly and tactful, ability to influence others, manage conflict, exercise sound judgment, handle sensitive/confidential information; team player adaptable in fast-paced environment
Proficient computer skills with knowledge of Microsoft Office; ability to learn new applications quickly
Excellent organizational skills with high attention to detail and ability to manage multiple conflicting priorities
Excellent critical thinking, problem-solving, and decision-making skills
Commitment to organizational core values and key competencies
Ability to perform physical demands: sedentary to light effort (sitting, standing, walking, lifting up to 10 lbs), manual dexterity, constant computer operation, viewing terminal, extensive reading, bending, kneeling
Flexible full-time schedule (Monday-Saturday, 8:00am-8:00pm), regular attendance including overtime

Responsibilities

Serve as a resource to frontline associates for handling challenging customer cases, understanding account complexities, and resolving escalated issues
Take ownership of customer-related issues escalated by frontline associates and see them to completion
Quickly build rapport with customers to gain trust in issue resolution
Educate and explain auto loan details to customers
Apply critical thinking to problem-solve for customers while adhering to company policies
Review, identify, resolve, and track root causes for escalations (account disputes, complaints, regulatory compliance)
Provide real-time assistance to frontline associates on calls
Listen to customer feedback and recommend improvements to management for better customer experience
Provide feedback on escalated trends impacting customer experience
Facilitate training on system enhancements or strategies to improve customer experience
Maintain electronic records and files of work performed and results
Foster collaborative culture by working with associates and management to achieve business objectives
Perform additional assignments and special projects as required

Skills

Customer Escalation

Loan Processing

Problem Solving

Regulatory Compliance

Root Cause Analysis

Customer Service

Account Management

Training Facilitation

Data Tracking

Critical Thinking

Global Lending Services

Provides auto loans and financing solutions

About Global Lending Services

Global Lending Services (GLS) provides auto loans to customers in Idaho and across the United States, focusing on making vehicle ownership accessible and affordable. The company uses real-time decision-making technology to approve loans quickly, working with over 13,000 dealerships to streamline the car buying process. GLS stands out by serving individuals with less-than-perfect credit, ensuring everyone has a fair chance to secure financing. The goal of GLS is to offer inclusive credit solutions while maintaining strong customer service and ethical business practices.

Greenville, South CarolinaHeadquarters

2011Year Founded

VENTURE_UNKNOWNCompany Stage

Automotive & Transportation, Financial ServicesIndustries

501-1,000Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Disability Insurance

401(k) Retirement Plan

401(k) Company Match

Unlimited Paid Time Off

Paid Volunteer Time Off

Professional Development Budget

Parental Leave

Risks

Odessa's entry into the market increases competition for GLS.

Chase's partnership with CarGurus may attract GLS's potential customers.

AI advancements by competitors could pressure GLS to upgrade its technology.

Differentiation

GLS offers real-time loan approvals, enhancing the car buying process efficiency.

The company partners with over 13,000 dealerships, ensuring widespread access to financing.

GLS focuses on subprime lending, providing opportunities for customers with less-than-perfect credit.

Upsides

GLS raised $325.6 million, indicating strong investor confidence and growth potential.

Increased demand for online auto financing platforms aligns with GLS's digital strategy.

AI trends in auto financing offer GLS opportunities to enhance its decision-making technology.

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