Work From Home Sr. Advocacy Coordinator

Work From Home Sr. Advocacy Coordinator

The Senior Collections Customer Advocacy Coordinator serves as a Tier 2 escalation expert within Auto Finance. This role supports complex and high-risk auto finance accounts across all stages of collections while acting as a customer advocate and compliance partner. You will handle highly escalated customer interactions, support complaint resolution, assess regulatory risk, and contribute to continuous improvement initiatives through quality feedback and trend analysis. You will act as the bridge between frontline associates and complex resolution, utilizing strong de-escalation skills to prevent Tier 3 corporate complaints.

Key Responsibilities:

Escalation Management & Customer Advocacy:

• Tier 2 Resolution: Manage inbound live calls from customers and frontline associates (consults) to resolve escalated issues

• Complaint Research: Research and resolve customer/regulator complaints received via letter, inbound call, email, or NPS surveys results

• De-escalation: Utilize advanced communication skills to handle upset customers, preventing further escalation to Office of the President (OOTP) Tier 3 levels

• Outbound Engagement: Perform outbound calls to customers for follow-ups, including CAS requests, missing information, and denied requests efforts to improve customer experience

Risk, Compliance & Strategy:

• Risk Identification: Flag potential regulatory compliance violations or risk events immediately

• Trend Analysis: Identify and provide feedback on recurring trends regarding customer friction points

• Documentation: Create professional customer responses for complaints and maintain thorough documentation in accordance with company standards

Operational Support:

• Subject Matter Expert (SME): Serve as an SME for complex collections, escalations, and policy interpretations for internal teams

• Special Projects: Participate in projects supported by CCAT, including process enhancements and departmental initiatives

• Loss Mitigation: Support customers with repayment plans, hardship program enrollment, and resolution pathways

Technical Proficiency:

Candidates must have the ability to navigate multiple applications simultaneously to assist customers efficiently.

• Communication & Collaboration: Slack, Google Chat, Google Workspace (Sheets, Docs, Slides, Forms)

• Core Systems: Titan/Ease, Dionysus, Remtico, TMS

• Data & Monitoring: Atticus/Kibana, Unidentified Log, Vessel, Sentinel

• Verification & Compliance: Innovis, Intellicheck, Empath

Job Level: Sr Coordinator

Schedule: 9:00am-6:00pm or 10:00am-7:00pm Monday-Friday CST

Basic Qualifications: 

• High School Diploma, GED, or equivalent certification

• At least 3 years of Customer Service or Call Center Experience

• At least 1 year of Auto Finance Loss Mitigation experience

• At least 1 year of experience using Google Suite or Microsoft office

Preferred Qualifications:

• At least 4 years of Customer Service or Call Center experience

• At least 2 years of Auto Finance Loss Mitigation experience

• At least 1 year of experience supporting cross-functional teams or special projects

Work from Home Technology Requirements:

• Secure home office environment that is free from background noise and distractions

• Reliable private internet connection that is not supplied via cellular data or hotspot is required

  • A private network that is password protected where you have ownership