Position Overview:

The Escalations Specialist serves as a subject‑matter expert in resolving complex or escalated customer issues that require advanced problem‑solving, clear communication, and strong judgment. This role manages high‑priority inquiries received through phone, email, and written channels, ensuring accurate, timely, and empathetic resolution.

The specialist investigates concerns, coordinates with internal departments, identifies root causes, and recommends corrective actions while maintaining compliance with internal policies and industry standards. This position plays a critical role in protecting customer satisfaction, brand reputation, and operational integrity.

Qualifications:

2+ years of auto‑finance experience required.
2+ years of customer service or escalation-handling experience.
Strong verbal and written communication skills, with the ability to de‑escalate tense situations.
Excellent listening skills and ability to interpret customer needs.
Demonstrated ability to resolve issues calmly, logically, and diplomatically.
Proven problem‑solving and analytical skills, especially when handling complex or high‑risk customer issues.
Consistent punctuality, reliability, and adherence to attendance standards.
Ability to work independently while contributing to team goals.
Proficiency with SHAW Spectrum (LSM), CRM systems, and Microsoft Office (preferred).

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