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Provide Tier 2 system support for GLS proprietary systems and SaaS platforms: troubleshoot incidents, coordinate vendor escalations, test fixes, document root causes and resolutions, create knowledge base articles, train Tier 1 staff, enhance monitoring, and support system maintenance and feature rollouts.

Perform administrative recoveries tasks to manage and resolve customer and dealership disputes, assist with total loss claims, update accounts, make outbound calls, support quality assurance, cross-train on departmental activities, and complete special projects to improve customer/dealer experience.

The System Support Specialist II supports proprietary systems, manages incidents, creates documentation, communicates with stakeholders, and participates in project evaluations.

Support execution and continuous improvement of the Internal Audit Program: assess risks and controls, develop and run testing procedures, report findings, track remediation, and recommend control improvements while maintaining audit documentation.

Review and calculate applicant income and supporting documents for loan funding, ensure compliance with company and regulatory guidelines, communicate documentation needs with dealerships, log and maintain electronic records, correct contracts and verify collateral, and meet turnaround and volume targets while supporting cross-team collaboration.

Manage and develop frontline operations staff through training, coaching, scheduling, performance management, procedure maintenance, escalation resolution, and cross-team collaboration to meet departmental goals.

Lead a team building scalable ETL, data lake and cloud data warehouse solutions, establishing data standards, governance, and enterprise reporting. Own architecture, program delivery, project management, DevOps-aligned practices, and mentor staff while spending substantial time hands-on developing and implementing reporting processes.

Support the recoveries department by maintaining electronic records, validating customer data, preparing legal documents and affidavits, coordinating with law firms and vendors, performing QA for compliance, managing inventories using Power BI/Excel, and assisting with training and process improvements.

Handle complex escalated customer cases using loan-process knowledge; support frontline associates, resolve disputes, explain loan details, identify root causes, recommend improvements, assist with training and maintain records.

Work with dealers and internal sales/buying teams to resolve missing stipulations, assist with accurate completion of funding packages, notify dealers of loan status, track and report dealership funding errors, maintain turnaround times, and provide exceptional customer service to ensure loans are funded within guidelines.