Customer Service Coordinator

Customer Service Coordinator The Customer Service 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 Customer Service Coordinator? Serve as a resource to frontline associates in handling challenging customer cases, understanding account complexities, and resolving escalated issuesTake ownership of customer-related issues escalated by front line associates and see them to completionQuickly build rapport with customers to win their trust in the resolution of their issuesPlay a vital role in educating and effectively explaining to customers the details of their auto loanApply critical thinking skills in problem solving to assist customers and still adhere to company policies to protect the interests of the organizationReview, identify, resolve, and track root causes for all escalations such as account disputes, customer service complaints, and regulatory complianceProvide real-time assistance to front line associates on callsListen to customer feedback and share expertise in making recommendations to management on how to create a more positive customer experienceProvide feedback on escalated trends impacting customer experienceFacilitate delivery of training of any system enhancements or strategies to improve customer experienceMaintain electronic records and files that support work performed and resultsFoster a collaborative culture that facilitates the achievement of business plan objectives by working closely with other associates and members of managementPerform additional assignments and special projects as required by the needs of the company or as directed by managementWhat Should You Already Know To Be Successful In This Role As A Customer Service Coordinator? High school diploma or equivalent requiredMinimum of one-year customer service experience required; customer service experience in the consumer finance industry preferredStrong verbal and written communication skillsExcellent interpersonal skills: friendly and tactful with the ability to influence others, effectively manage conflict, exercise sound judgment, effectively manage highly sensitive and confidential information. Team player that can adapt in a fast paced and changing environmentProficient computer skills with working knowledge of standard business applications such as Microsoft Office; ability to quickly learn new computer applications as requiredExcellent organizational skills with high attention to detail and demonstrated ability to effectively set and manage multiple conflicting prioritiesExcellent critical thinking, problem solving, and decision-making skillsCommitment to exemplifying the organizational core values and key competenciesEmployment Requirements: Significant portions of daily assignments involve application of manual skills requiring motor coordination in combination with finger dexterityRemain in a stationary position up to 100% of the workdayConstantly operate a computer and other standard office equipmentJob functions involve sedentary to light physical effort. Physical demands range from sitting, walking, standing, or pushing or pulling materials. Work may involve exerting up to 10 pounds of force to lift, carry, push, pull, or move objects.Be able to perform activities such as: viewing a computer terminal, extensive reading, bending, and kneelingSchedule: This position is full-time; day shiftRegular, predictable attendance is required, including overtime hours as business demands dictate