About this role
What does it mean to be a Senior Refinance Coordinator at GLS?
The Sr. Refinance Coordinator is responsible for serving as the first point of contact for new GLS applicants seeking to refinance their automobile loans. This position will quickly establish rapport and clearly communicate program benefits, as well as use attention to detail skills to review documents, update systems, and manage the refinance pipeline through to completion.
How will you drive value within the organization as a Senior Refinance Coordinator?
- Proactively call new GLS refinance applicants to introduce the program, establish rapport, and explain the refinance process in clear, customer-friendly terms
- Discover and understand each applicant’s primary reason for refinancing to build trust and reinforce program value throughout the process; clearly communicate loan requirements, benefits, and next steps
- Provide exceptional customer service through active listening, timely follow-up, and professional communication
- Accurately notate applicant interactions and progress in internal systems to maintain transparent and complete records
- Review applicant documents for accuracy and completeness; partner with applicants to resolve missing or incorrect information
- Navigate multiple lending systems to process, track, and manage applicant pipelines with efficiency and accuracy
- Multi-task effectively to balance a high volume of new applications with operational precision
- Partner with internal teams to ensure smooth handoff of applicant files and timely loan processing
- Maintain acceptable turnaround times to support departmental goals and customer satisfaction targets
- 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 associates and members of management
- Perform additional assignments and special projects as required by the needs of the company or as directed by management
What should you already know to be successful as a Senior Refinance Coordinator?
- High school diploma or equivalent required
- Minimum 2 years of customer service or call center experience strongly preferred
- Financial services or auto industry experience preferred
- Excellent organizational skills with great attention to detail
- Intrinsically motivated with demonstrated ability to take initiative, identify needs, make recommendations for improvement, see recommendations through implementation, and evaluate improvements for effectiveness
- Excellent interpersonal skills: friendly and tactful with the ability to influence others, effectively manage conflict, exercise sound judgment, effectively manage highly sensitive and confidential information, interact at all levels within the organization, and build cross-functional partnerships across the business
- Strong verbal and written communication skills
- 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
- Commitment to exemplifying the organizational core values and key competencies
- Ability to think strategically and deliver tactically
Employment Requirements
- This position is full-time
- Must be flexible to work departmental operating days and times which include Monday through Saturday, 8:00am-8:00pm
- This is a non-exempt level position whereby business need will dictate the exact work schedule which should be expected to vary at times. Typical schedule includes two shifts per week until 8pm and every third Saturday until 12pm.
- Regular, predictable attendance is required, including in excess of 40 hours as business demands dictate
- Evening and weekend work may be required as job duties demand
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Family and Medical Leave Act (FMLA)
Equal Employment Opportunity (EEO)
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