Senior Specialist, Customer Advocacy and Resources Education

This is a fully remote position, open to applicants in Pennsylvania.

📋 Description

• Assist auto loan customers facing long-term challenges due to life events, illness, loss, or other unexpected situations.

• Engage empathetically while gathering essential information and delivering outstanding consultative customer service via phone, email, or other virtual channels.

• Assess information provided by customers to decide on the most suitable course of action.

• Utilize knowledge of loan modification and assistance programs to offer appropriate solutions tailored to customers' needs.

• Clarify complex topics, such as simple interest, loan modification, payment distribution, and current account status.

• Thoroughly document discussions and emphasize key insights.

• Serve as the main point of contact for customers participating in a CARE Team-aligned program.

• Advocate for and assist customers who require the most help, guiding them to regain stability and meet their financial objectives.

• Manage risks responsibly and undertake additional tasks as assigned.

⛳️ Requirements

• Bachelor's Degree in a relevant field or equivalent experience through work, training, military service, or education.

• Over 3 years of experience in customer advocacy or customer service roles.

• More than 3 years of experience in consultative fields or educational positions, such as educator, customer advocate, counselor, social worker, relationship manager, retention specialist, legal assistant, or a similar role.

• Excellent interpersonal and communication skills.

• Ability to analyze conflicts and propose recommendations or solutions.

• Capability to build rapport and identify the underlying issues of customer conflicts.

• Skill in identifying solutions that cater to individual customer needs.

• Outstanding customer service and follow-up abilities.

• Strong understanding of auto loan products and tools for account modification and services.

• Ability to remain composed under pressure.

• Proficiency in multitasking across various applications.

• Flexibility to adapt as new information is provided.

• Capability to take accurate notes and navigate computer applications while conversing with customers over the phone.

• Strong problem-solving and critical-thinking skills.

• Established work history or equivalent experience through work, training, military service, or education.

• Must possess legal authorization to work full-time in the United States without employer sponsorship.

🏝️ Benefits

• Fair and competitive rewards package.

• Benefits tailored to support employees, their families, and overall well-being.

• An inclusive and accessible application process.

• Disability accommodations available during the application process.