Senior Specialist, Customer Advocacy & Resources Education

About the role

The Senior Specialist, Customer Advocacy and Resources Education works directly with auto‑loan customers facing long‑term hardships. You will provide empathetic, consultative support across phone, email and virtual channels, helping customers navigate loan modifications and regain financial stability.

Key responsibilities

• Communicate empathetically with customers via phone, email, or virtual platforms to gather required information.
• Evaluate each customer’s situation and determine the most appropriate loan modification or assistance solution.
• Apply detailed knowledge of loan‑modification tools, eligibility criteria, and payment allocation concepts.
• Explain complex financial concepts (simple interest, loan modification, payment allocation) in clear, understandable language.
• Document all interactions thoroughly, highlighting key takeaways and next steps.
• Serve as the primary point of contact for customers enrolled in CARE‑Team programs.
• Provide education and resources to help customers get back on track with their financial goals.

Required profile

• Bachelor’s degree in a related field or equivalent experience.
• Minimum 3 years of experience in customer advocacy, financial services, or related customer‑support roles.
• Strong listening skills, empathy, and the ability to explain financial solutions clearly.
• Ability to perform essential duties with reasonable accommodations if needed.

Required skills

What we offer

• Opportunity to make a meaningful impact on customers facing financial hardship.
• Growth and learning within a global, technology‑driven financial institution.
• Remote work flexibility within Pennsylvania.