Senior Complaints Coordinator - Recoveries Escalations

About This Role

Serve as a Senior Complaints Coordinator handling escalated customer concerns in recoveries, advocating for customers, investigating issues, and implementing process improvements. This role focuses on providing exceptional customer service and problem resolution in alignment with compliance and regulatory requirements.

Responsibilities

• Advocate for customers and problem-solve to own issue resolution in alignment with compliance and regulatory requirements on inbound calls
• Handle non-escalated and escalated customer concerns, tracking complaints and/or escalated situations when necessary
• Investigate customer concerns, help create and implement process improvements, and report trending customer issues
• Use strong customer service and negotiation skills to help customers get back on track to satisfy delinquent accounts
• Perform account level research to find creative solutions to resolve customer situations
• Overcome objections customers have regarding business policies or procedures relative to their account and help them understand their account(s) and responsibilities
• Become familiar with and follow company guidelines and procedures
• Update account information and complete appropriate documentation to ensure accurate reporting on accounts

Requirements

• High School Diploma, GED, or equivalent certification
• At least 3 years of Customer Service or Call Center experience
• At least 1 year of experience using Google Suite or Microsoft Office

Qualifications

• High School Diploma, GED, or equivalent certification
• At least 3 years Customer Service or Call Center experience

Nice to Have

• At least 4 years of Customer Service or Call Center experience
• At least 1 year of experience in the Financial Industry
• At least 1 year of Collections experience
• At least 1 year of Loss Mitigation experience

Skills

* Required skills

Benefits