Escalations Coordinator

Escalations Coordinator

The Senior Escalations Coordinator will play a vital role in ensuring positive customer experiences. This position will use comprehensive knowledge of the loan process as well as internal processes and procedures to handle complex customer cases as an escalated level of support.

How will you drive value within the organization as a Senior Escalations Coordinator?

• Serve as a resource to frontline associates in handling challenging customer cases, understanding account complexities, and resolving escalated issues
• 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
• Play a vital role in educating and effectively explaining to customers the details of their auto loan
• Apply critical thinking skills in problem solving to assist customers and still adhere to company policies to protect the interests of the organization
• Review, identify, resolve, and track root causes for all escalations such as account disputes, customer service complaints, and regulatory compliance
• Provide real-time assistance to front line associates on calls
• Listen to customer feedback and share expertise in making recommendations to management on how to create a more positive customer experience
• Provide feedback on escalated trends impacting customer experience
• Facilitate delivery of training of any system enhancements or strategies to improve customer experience
• Maintain electronic records and files that support work performed and results
• Foster a collaborative culture that facilitates the achievement of business plan objectives by working closely with other associates and members of management
• Perform additional assignments and special projects as required by the needs of the company or as directed by management

What should you already know to be successful in this role as a Senior Escalations Coordinator?

Employment Requirements :

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