Senior Escalations Coordinator
| Company | Global Lending Services |
|---|---|
| Location | Greenville, SC, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Senior |
Requirements
- Excellent verbal and written communication skills that enable the delivery of consistent, exceptional customer service regardless of the situation or temperament of the customer
- Team player able to work effectively in partnership with other team members in a fast-paced and changing environment
- Proficient computer skills with working knowledge of internet and standard business applications such as Microsoft Office; ability to quickly learn new computer applications as required
- Intrinsically motivated with demonstrated ability to take initiative, identify needs, make recommendations for improvement, see recommendations through implementation, and evaluate improvements for effectiveness
- Exceptional interpersonal skills
Responsibilities
- Serve as a resource to front line associates in handling challenging customer cases and understanding account complexities
- 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
- Apply critical thinking skills in problem solving to assist the customer and still adhere to company policies to protect the interests of the organization
- Initiate and follow up on insurance claims, including letters of guarantee, insurance proceeds and cancelling back-end products
- Review, identify, resolve, and track root causes for all escalations such as account disputes, customer service complaints, and regulatory compliance
- Listen to customer feedback and share expertise in making recommendations to management on how to create a more positive customer experience
- Proactively identify issues and trends using a tracking tool to monitor and provide reporting on areas of opportunity
- Provide feedback on escalated trends impacting customer experience
- Works independently and/or directly with leadership to resolve highly escalated issues
- Facilitate delivery of training of any system enhancements or strategies to improve customer experience
Preferred Qualifications
- No preferred qualifications provided.
Benefits
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No information provided on Benefits.