Complaint Tracking Analyst - Servicing Operations

US-TX-Arlington
Requisition ID
2017-30365
Employee Type
Full Time-Regular
Category
Customer Experience / Customer Service

Overview

The Servicing Complaint Tracking Analyst will review consumer complaints identified within the Servicing and Specialty Areas. Responsibilities include; reviewing routine and unique situations, determining an issue type for complaint categorization, and leveraging knowledge of GM Financial policies and procedures to provide an accurate and fair resolution while meeting service level standards and other pre-determined deliverables.

Responsibilities

JOB DUTIES:

  • Review and address consumer complaints ranging from billing discrepancies, quality of service, credit bureau reporting and other account related concerns.
  • Accurately document and update complaint related information in the system of record.
  • Resolve customer concerns by assessing individual situations and authorizing specific solutions in the interest of customer satisfaction.
  • Address escalated inquiries in a polite and courteous manner.
  • Monitor workflow to ensure complaints are worked according to the business strategy and follow-up is conducted in a timely manner.
  • Communicate trend observations with management.
  • Support any other complaint related tasks as required.

REPORTING RELATIONSHIP:

Direct Reports: None

Reports to: Quality Assurance Manager

Qualifications

Knowledge  

  • Must exhibit in-depth knowledge of GM Financial’s core business functions, policies and procedures.
  • Proficient knowledge of EPRO and AS400.
  • Proficient in the use of basic computer functions and Microsoft applications.

Skills    

  • Strong analytical and problem solving skills
  • Must be able to manage conflict and defuse escalated account concerns.
  • Ability to maintain confidentiality
  • Strong negotiation skills

 

Experience    

  • 2-4 years’ experience in Customer Service, Collections, and/or Specialty.

WORK CONDITIONS

  • Normal office environment

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