Consumer Complaints Specialist

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

***This posting is to enter our campus recruiting and entry-level process for position offers being made for May 2025***

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

As a Consumer Complaints Specialist, you will be responsible for providing support to the company’s Legal Department through a variety of legal and compliance-related activities including, but not limited to supporting the Consumer Complaint Management function by investigating and responding to complex consumer complaints, preparing initial consumer complaint reports for management, assisting in consumer-complaint driven remediations and drafting trending and analysis reports. 

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

• Assist in the investigation of consumer complaints by consumer complaints team. For complex and higher risk complaints, independently conduct review of account records, interacting with appropriate operational associates and managers, reviewing and summarizing consumer phone calls, etc.
• Review complaint assessment reports, identify areas of additional investigation and revision necessary to finalize reports, and offer guidance to Consumer Complaints Coordinators related to the same
• Review all written responses prior to submission to ensure clarity, accuracy, and compliance with policies and applicable federal and state law to avoid legal risk. Act as initial point of contact for complex issues raised in responses.
• Escalate complex issues to management, offering recommendations for actions
• Track and report findings from consumer complaint reviews to senior management, presenting updates during monthly business reviews, and maintaining a formal tracker for all identified issues
• Prepare initial drafts of Consumer Complaints Monthly Business Review materials, including the development of new reports for MBR
• Assist in developing and implementing general improvements to the consumer complaints process, including creating new metrics, tables, and graphs to better track and analyze complaints trends and outcomes
• Assist management in implementing remediation plans identified through the consumer complaint resolution process. Monitor completion and prepare reports related to the same
• Investigate industry trends from external sources and create reporting and benchmarking related to such investigations.
• Complete the annual review of policies and procedures within the Consumer Complaints department
• Work collaboratively with other departments to identify and address potential risks and solve issues as they arise; prepare and submit appropriate responses that address concerns; and as appropriate, recommend actions to be taken to resolve concerns and/or improve processes

What should you already have to be successful in this role?

• Bachelor’s degree is required
• Intrinsically motivated with demonstrated ability to take initiative, identify needs, make recommendations for improvement, see recommendations through implementation, and evaluate improvements for effectiveness
• Exceptional interpersonal skills
• Exceptional oral and written communication skills
• Team player that can adapt in a fast-paced 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

Employment Requirements:

• This is an exempt level position whereby business need will dictate the exact work schedule which should be expected to vary at times. Generally, days and hours of work are Monday through Friday, 8:30am-5:30pm
• This position is full-time
• Regular, predictable attendance is required, including overtime hours as business demands dictate
• Evening and weekend work may be required as job duties demand
• The position does not require travel
• 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

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)