Senior Consumer Complaints Coordinator

Why GLS?

Purpose: Access to affordable, reliable transportation is essential to leading productive work and personal lives, caring well for oneself, one’s family, and the needs of others. Through advanced analytics and technology, we can more accurately predict credit risk and provide more people with an affordable auto financing option for their next vehicle. That’s what GLS has done for over 10 years, helping more than half a million families meet and improve their transportation needs.

People: Join a culture of over 1,000 employees who Care Deeply and Think Boldly, driving innovation in an adaptive and positive culture that celebrates successes. We empower and reward individuals and teams who make direct, positive impacts to the business and each other, who take pride in their work and are ever-raising the bar.

Growth: Recognized by Inc 5000 as one of the fastest-growing private companies in America. Join GLS to grow with us!

Benefits: GLS offers the below great benefits for your amazing work!

o Competitive base pay and performance bonuses, dependent on role

o Medical, dental, vision, telemedicine, supplemental insurance benefits, long-term and short-term disability

o 401K with employer match and 100% immediate vesting

o Paid Time Off (PTO) and paid company holidays to help you balance work and personal life

o Paid Volunteer Time Off (VTO) Annually

o Tuition Reimbursement

o Parental Leave

o Business casual work environment

What does it mean to be a Senior Consumer Complaints Coordinator at GLS?

The Sr. Consumer Complaints Coordinator is responsible for supporting the execution of the enterprise Consumer Complaint Management functions by investigating, analyzing, and drafting responses to consumer complaints received by GLS.

How will you drive value within the organization as a Senior Consumer Complaints Coordinator?

• Timely and thoroughly investigate consumer complaints, including conduct review of account records, interacting with appropriate operational associates and managers, reviewing and summarizing consumer phone calls, etc.
• Timely and accurately prepare thorough complaint assessment reports for review by Manager
• Timely prepare thorough and accurate written responses to consumer complaints
• Escalate issues to management as appropriate, making recommendations for actions to be taken
• Track and communicate findings from all reviews to management
• Participate in monthly consumer complaint calibration meetings between Legal & Compliance Department and operational department managers
• Assist with developing improvements to consumer complaint process
• Assist with other Legal & Compliance team deliverables and participate in special projects as needed
• Maintain electronic records and files that support work performed, results and outcomes
• Foster a collaborative culture that facilitates the achievement of business plan objectives by working closely with other members of management and associates
• Perform additional assignments as required by the needs of the company or as directed by management

What should you already know to be a successful Senior Consumer Complaints Coordinator?

• Minimum of a High School diploma or equivalent required
• Auto finance industry experience preferred
• Excellent interpersonal skills: effectively manage highly sensitive and confidential information, interact at all levels within the organization, and build cross-functional partnerships across the business
• Strong oral and written communication skills
• Ability to effectively manage highly sensitive and confidential information, interact at all levels within the organization, and build cross-functional partnerships across the business
• 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
• Excellent organizational skills with high attention to detail and demonstrated ability to effectively set and manage multiple conflicting priorities
• Commitment to exemplifying the organizational core values and key competencies

Employment Requirements:

• Remain in a stationary position up to 100% of the workday
• 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
• This job operates in a professional office environment
• The noise level in the work environment is usually moderately quiet

2023 California Applicant Privacy Notice

GLS participates in the E-Verify program to confirm the employment eligibility of all newly hired employees

Please visit www.glsauto.com for information about our great company and other amazing opportunities

Applicants have rights under Federal Employment Laws

Family and Medical Leave Act (FMLA) 

Equal Employment Opportunity (EEO) 

Employee Polygraph Protection Act (EPPA)