The Customer Experience Advocate is responsible for delivering a positive customer experience while servicing inbound and outbound lease and loan inquiries from consumers, dealerships, internal departments and other third parties. The Advocate must maintain business knowledge related to auto financing, contract information and understand key processes from various operational areas within the company to research and resolve lease and loan inquiries. This team member is responsible for evaluating account information and documenting correspondence, following procedures, and making sound business decisions. This position is responsible for providing Best In Class service by engaging internal and external customers via multi-channel requests, focusing on brand loyalty and creating an environment that increases overall customer satisfaction and retention. Key areas of focus include proactively partnering with external business partners, Team Leaders and Managers to expedite and resolve customer issues in a timely manner. These roles include Dealer Phone Support, End of Term Phone, Customer and Dealer Resolution and Deficiency Follow up.