Senior Financial Assistance Consultant
Core
Provide personalized support to customers experiencing financial hardship and coach team members to ensure consistent, sustainable outcomes.
Role type
Senior Financial Hardship Consultant (Hybrid IC/Lead)
Builds
Sustainable financial solutions for auto finance customers
Domain
Financial Services / Auto Finance
Deliverable
client delivery
Required skills
Financial hardship case assessment, quality assurance reviews, team coaching and training, regulatory compliance, customer empathy, data analysis for trends
Preferred skills
Experience in collections or complaints handling, continuous improvement initiatives
Technologies
Microsoft Office Suite
Responsibilities
Handle inbound and outbound calls for customers in financial hardship; Assess and process hardship applications to determine sustainable solutions; Conduct quality assurance reviews of customer interactions and case outcomes; Provide side-by-side coaching, feedback, and training to team members; Identify trends and insights to improve processes and portfolio management
Seniority
Senior, hands-on IC with team support