Escalations Coordinator

To be successful as an Escalations Coordinator at GLS, you need a high school diploma or equivalent, along with at least one year of customer service experience, preferably in the consumer finance industry. Strong communication skills, computer proficiency, and the ability to work well under pressure are also essential.

GLS offers a comprehensive benefits package for the Escalations Coordinator role, including competitive base pay, performance bonuses, medical, dental, and vision insurance, a 401K plan with employer match, ample paid time off, tuition reimbursement, and an annual paid Volunteer Time Off program.

As an Escalations Coordinator at GLS, your primary responsibilities include addressing complex customer issues escalated by front-line associates, initiating follow-ups on insurance claims, analyzing root causes of escalations, and proposing improvements based on customer feedback to enhance overall service quality.

GLS believes in nurturing talent and provides various opportunities for career advancement. The Escalations Coordinator role encourages continuous learning and participation in training sessions on system enhancements to improve customer experience, helping employees grow within the company.

Key skills for an Escalations Coordinator at GLS involve excellent verbal and written communication, critical thinking for problem-solving, exceptional interpersonal skills, and a pro-active approach to challenges. Being a team player in a fast-paced environment is also important.

The culture at GLS is one of positivity and innovation, where over 1,000 employees care deeply and think boldly. As an Escalations Coordinator, you'll join a team that values collaboration, recognizes hard work, and celebrates successes in a business casual environment.

The salary for an Escalations Coordinator at GLS ranges from $17.75 to $19.35 per hour. This competitive pay structure reflects our commitment to rewarding your dedication and skill in customer service.

Handling difficult calls requires a calm demeanor and effective listening skills. I would empathize with the customer, clearly communicate potential solutions, and take ownership of the issue, ensuring I provide timely follow-ups until the matter is resolved.

In a previous role, I faced a situation where a customer was unhappy due to delays in their auto financing approval. I actively listened to their concerns, clarified the situation, and collaborated with my team to expedite the process. The customer appreciated my proactive approach and positive resolution.

I prioritize issues by assessing the severity and urgency of each case. I typically focus on escalations that have a larger impact on the customers or the business first, making sure to communicate timelines to the customers while working on resolution strategies.

Building rapport starts with empathy and active listening. I make sure to acknowledge the customer's feelings, offer sincere apologies if necessary, and work collaboratively with them to find a satisfactory resolution. This personalized approach often fosters trust.

When training a team member, I would break down the complex issue into manageable parts, explain each segment thoroughly, and provide real-life examples to illustrate the concepts. I’d encourage questions and facilitate role-playing scenarios for practical understanding.

I have utilized various tracking tools in my past roles to categorize feedback and identify trends in customer concerns. Regular analysis of this data allows me to provide actionable insights to management for improving service delivery.

There was a case where a customer needed urgent financing for a vehicle due to an unexpected family situation. I worked late to expedite their application process, ensuring they could meet their deadline. The grateful feedback confirmed the impact of going the extra mile.

I emphasize the importance of compliance in every interaction. I stay updated on regulatory changes and use checklists during case evaluations to ensure that all customer issues adhere to the required standards, thereby protecting both the customer and the organization.

If I discovered a systematic issue, I would document my findings and collaborate with leadership to address these root causes. By suggesting process improvements based on data analysis, we can enhance overall customer experience and reduce escalations.

I am drawn to GLS because of your commitment to customer service and innovation in the auto financing industry. I believe that my skills in managing escalations and my alignment with your company values will allow me to contribute meaningfully and help further develop your customer-centric reputation.