Customer Service Coordinator, Loan Admin

What does it mean to be a Customer Service Coordinator II at GLS?

The Customer Service Coordinator is responsible for carrying out assigned administrative processes within the Servicing Operations Department to assist in servicing active accounts, managing a variety of tasks on a daily basis to improve overall customer experience

How will you drive value within the organization as a Customer Service Coordinator II?

• Perform specialized administrative processes within the Servicing Operations Department that may include: managing and resolving customer disputes, assisting customers with total loss claims, and supporting customers going through bankruptcy
• Make outbound phone calls to consumers, dealers, insurance companies or other 3rd party contacts in support of the assigned process
• Provide feedback and potential solutions to management about process efficiency, ways to improve the customer experience, and quality assurance processes
• Assisting managers in training and supporting new associates
• Cross-train and collaborate on departmental activities and responsibilities, which may include but are not limited to indexing documents and customer correspondence
• Foster a collaborative culture that facilitates the achievement of business plan objectives by working closely with other associates and members of management
• Participate in special projects as needed
• Perform additional assignments as required by the needs of the company or as directed by management

What should you already know to be successful as a Customer Service Coordinator II?

• High School diploma or equivalent required
• Minimum of one (1) year experience in a relevant customer service role required, automotive industry preferred
• Exceptional interpersonal skills: friendly and tactful with the ability to influence others, effectively manage conflict, exercise sound judgment, effectively manage highly sensitive and confidential information, interact at all levels within the organization, and build cross-functional partnerships across the business
• Detail oriented and the ability to multitask
• Must be extremely organized be able to stay on track for upcoming time sensitive deadlines
• Ability to work with a diverse customer and workforce population
• Exceptional oral and written communication skills
• Team player that can adapt in a fast pace 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
• Commitment to exemplifying the organizational core values and key competencies

Employment Requirements:

• Remain in a stationary position up to 100% of the work day
• 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

Schedule:

• This position is full-time
• Must be flexible to work within departmental operating days and times which include Monday through Friday, 8:00am-6:00pm
• Regular, predictable attendance is required, including overtime hours as business demands dictate
• Evening and weekend work may be required as job duties demand