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

• 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

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

• 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 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

Employment Requirements:

• Remain in a stationary position 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 and figures; viewing a computer terminal; extensive reading