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About arenaflex – Driving the Future of Mobility and Financial Solutions
arenaflex is a global leader in mobility, delivering innovative automotive and financial solutions that empower people to move freely and confidently. With a legacy of excellence, arenaflex combines cutting‑edge technology, sustainable practices, and a deep commitment to customer satisfaction. Our Financial Services division, arenaflex Financial Services (TFS), partners with dealers, consumers, and third‑party partners to provide flexible financing, insurance, and leasing options that make vehicle ownership accessible and enjoyable.
At arenaflex, we foster a collaborative, respectful, and inclusive environment where every team member is encouraged to Dream, Do, and Grow. We believe that diverse perspectives fuel innovation, and we invest heavily in the professional development of our people. If you thrive in a fast‑moving, customer‑centric culture and want to be part of a company that’s shaping the future of mobility, this is the place for you.
Position Overview – Customer Care Advocate
arenaflex’s Experience Center East Customer Care Team is seeking a passionate, highly motivated Customer Care Advocate to join our dynamic support hub. In this role, you will be the front line of communication for customers, dealers, and third‑party partners across our financial services portfolio. You will deliver personalized, proactive assistance through multiple channels, ensuring every interaction reflects arenaflex’s commitment to “best‑in‑class” service.
Key Responsibilities
• Handle inbound and outbound communications (phone, email, and written correspondence) from delinquent and non‑delinquent customers, dealers, and third parties with professionalism and empathy.
• Accurately process account inquiries, maintenance requests, and financial transactions while adhering to established guidelines and compliance standards.
• Analyze account characteristics, identify root causes of issues, and collaborate with customers to develop effective resolutions.
• Document every interaction clearly and concisely in arenaflex’s CRM and case‑management systems, ensuring a complete audit trail.
• Stay current on policy updates, product enhancements, and regulatory changes to provide accurate information and maintain high‑risk process compliance.
• Follow the engagement strategy to boost customer satisfaction, loyalty, and retention for arenaflex Financial Services and Private Label (MFS) brands.
• Participate in continuous improvement initiatives, sharing insights and suggestions to refine processes and elevate the overall customer experience.
• Collaborate closely with cross‑functional teams—including sales, finance, and technology—to resolve complex issues and deliver seamless service.
Work Schedule & Training
• Shift Availability: Must be able to work a shift that falls between 8 am – 5 pm Eastern Time.
• Training Program: 12‑week intensive training (first 6 weeks virtual, second 6 weeks on‑site). Training runs from 8 am – 5 pm ET, covering product knowledge, communication techniques, compliance, and system navigation.
• Hybrid Work Model: After successful completion of training and meeting performance expectations, you will enjoy a flexible hybrid schedule (home and on‑site) that supports work‑life balance.
Essential Qualifications
• High school diploma or GED required; college degree or equivalent work experience preferred.
• Demonstrated ability to respond promptly and accurately to customer inquiries.
• Excellent verbal communication and active listening skills.
• Strong interpersonal abilities and a customer‑first mindset.
• Consistent adherence to call‑handling models and documented procedures.
• Proven capacity to apply lessons learned from past experiences to evolving situations.
• Comfortable working in a fast‑paced, ever‑changing environment while maintaining composure and professionalism.
Preferred Qualifications & Skills
• Previous experience in financial services, automotive financing, or a related customer support role.
• Familiarity with CRM platforms, case‑management tools, and basic data entry.
• Ability to interpret financial documents, payment schedules, and credit information.
• Problem‑solving orientation with a track record of turning challenging interactions into positive outcomes.
• Team player who contributes to a collaborative culture and shares knowledge freely.
• Technical aptitude for navigating multiple communication channels simultaneously.
Compensation, Benefits, and Perks
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