{"id":3297726,"url":"https://alion.io/job/global-lending-services-escalations-coordinator","title":"Escalations Coordinator","company":{"id":4416511,"name":"Global Lending Services","domain":"glsauto.com","url":"https://alion.io/company/glsauto","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":{"grade":"A","score":92,"open_postings":3,"ghost_share":0,"stale_share":0.333,"repost_share":0,"time_to_fill_p50_days":54,"computed_at":"2026-11-05T05:54:30Z"}},"role":"Administrative","role_family":"Administrative","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Greenville, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":29000,"max_usd":50000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":4386},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-10-26T20:41:42Z","employer_posted_date":"2026-10-26","last_verified_at":"2026-11-05T17:10:03Z","board_verified":true,"closed_at":null,"days_open":9,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":9},"description":"What does it mean to be a Senior Escalations Coordinator with GLS?\nThe 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.\nHow will you drive value within the organization as a Senior Escalations Coordinator?\nServe 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 \nApply critical thinking skills in problem solving to assist customers and still adhere to company policies to protect the interests of the organization \nReview, identify, resolve, and track root causes for all escalations such as account disputes, customer service complaints, and regulatory compliance \nProvide real-time assistance to front line associates on calls \nListen to customer feedback and share expertise in making recommendations to management on how to create a more positive customer experience \nProvide feedback on escalated trends impacting customer experience \nFacilitate delivery of training of any system enhancements or strategies to improve customer experience \nMaintain electronic records and files that support work performed and results \nWhat should you already know to be successful in this role as a Senior Escalations Coordinator?\nHigh school diploma or equivalent required\nMinimum of one year customer service experience required; customer service experience in the consumer finance industry preferred \nStrong verbal and written communication skills \nExcellent interpersonal skills: friendly and tactful with the ability to influence others, effectively manage conflict, exercise sound judgment, effectively manage highly sensitive and confidential information\nTeam player that can adapt in a fast paced and changing environment \nProficient computer skills with working knowledge of standard business applications such as Microsoft Office; ability to quickly learn new computer applications as required \nExcellent organizational skills with high attention to detail and demonstrated ability to effectively set and manage multiple conflicting priorities \nExcellent critical thinking, problem solving, and decision-making skills \nCommitment to exemplifying the organizational core values and key competencies \nEmployment Requirements:\nSignificant portions of daily assignments involve application of manual skills requiring motor coordination in combination with finger dexterity \nRemain in a stationary position up to 100% of the workday \nConstantly operate a computer and other standard office equipment \nJob functions involve sedentary to light physical effort. Physical demands range from sitting, walking, standing, or pushing or pulling materials. 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