Loan Administration Coordinator II

As a Loan Administration Coordinator II at GLS, your role encompasses a variety of essential responsibilities such as managing and resolving customer disputes, assisting with total loss claims, and making outbound calls to clients and third-party contacts. You'll also provide feedback for process improvements and have the opportunity to assist in training new hires, making your position integral to the Servicing Operations Department.

To qualify for the Loan Administration Coordinator II position at GLS, you should have a high school diploma or equivalent and at least one year of experience in customer service, preferably within the automotive industry. Strong organizational skills, the ability to multitask, exceptional communication abilities, and proficiency in standard business applications are also necessary to succeed in this role.

The work environment for a Loan Administration Coordinator II at GLS is business casual and team-oriented. The culture encourages collaboration and innovation, where employees are empowered to contribute positively to the business while engaging in cross-training initiatives. You'll work regular office hours from Monday to Friday, fostering a healthy work-life balance.

GLS is committed to employee growth and development by offering various benefits such as tuition reimbursement, training opportunities, and a positive work culture that recognizes individual contributions. As a Loan Administration Coordinator II, you will also have the chance to learn from experienced team members and take part in mentoring new staff.

GLS offers an extensive benefits package for Loan Administration Coordinator II employees which includes competitive base pay, performance bonuses, comprehensive medical, dental, and vision coverage, a 401K plan with employer matching, paid time off, paid volunteer time off, and parental leave. Employees are also provided a supportive environment that enhances both professional and personal growth.

When handling customer disputes, it’s important to listen actively, empathize with the customer, and clarify any misunderstandings. I remain calm and focused on finding a satisfactory solution by collecting necessary information, involving relevant parties if needed, and following up to ensure resolution. This approach demonstrates commitment to customer satisfaction.

I have over a year of experience in a fast-paced customer service role, where I managed various client interactions, resolved issues promptly, and developed strong communication skills. By focusing on delivering excellent service, I ensured customer loyalty and satisfaction, which I believe aligns perfectly with the expectations at GLS.

In my previous role, I identified a bottleneck in the response time for customer inquiries. After gathering feedback from the team, I implemented a new tracking system that organized and prioritized requests. This change improved our response time by 30%, enhancing the overall customer experience and efficiency of our operations.

I use organizational tools such as to-do lists and digital calendars to manage my tasks effectively. I prioritize based on urgency and importance, ensuring I allocate time blocks for each task. Regular check-ins and updates with team members also help keep everyone aligned, which is crucial in high-stakes environments.

I am comfortable using various customer management and office applications, including Microsoft Office Suite. I also have experience with CRM systems that help track customer interactions. My ability to quickly adapt to new software allows me to be efficient and effective in my role.

In my prior position, I had to explain a complex billing issue to a customer. I simplified the information by breaking it down into smaller parts and used visuals where possible. This approach not only made the explanation easier to understand but also helped to calm the customer's concerns effectively.

I ensure accuracy by taking a detail-oriented approach to my tasks. I double-check my work and utilize checklists for repetitive processes. Additionally, I seek feedback from colleagues to validate my findings, which aids in maintaining high standards of quality in my output.

I believe in fostering a positive team environment by encouraging open communication, celebrating team successes, and contributing actively to team discussions. I also enjoy mentoring and supporting others, believing that our best work comes from collaboration and shared goals.

I am drawn to GLS because of its commitment to innovation and support for employees’ professional growth. I admire the company's mission to improve lives through affordable transportation, and I want to be part of a team that values making a meaningful impact in the community.

I am motivated by the opportunity to make a difference in people's lives. Knowing that my efforts can help customers navigate complex situations gives me a sense of purpose. I also take great satisfaction in collaborating with colleagues to achieve team targets and maintain high customer satisfaction levels.