Customer Assistance Specialist – Collections & Account Management – Hybrid Role at arenaflex

About arenaflex – Pioneering the Future of Mobility

At arenaflex, we are more than a global automotive leader; we are a community of innovators, dreamers, and doers. Our mission is to create mobility solutions that enrich lives, empower communities, and inspire the next generation of transportation. With a heritage built on reliability, quality, and forward‑thinking technology, arenaflex is expanding its footprint across North America and beyond, delivering financial services that support our customers’ journeys from the moment they step onto a showroom floor to the day they hand over the keys.

Our culture is rooted in collaboration, respect, and a relentless pursuit of excellence. Whether you are part of the design studio, the engineering lab, or the customer‑facing finance team, you will find a supportive environment that encourages you to dream big, do more, and grow continuously. Join us and become a vital part of a brand that is shaping the future of mobility.

Position Overview – Customer Assistance Specialist

The Customer Assistance Specialist role sits at the heart of arenaflex’s Financial Services division, where you will partner directly with customers to provide clear, compassionate, and solution‑focused communication regarding their account status. You will handle inbound and outbound interactions across multiple portfolios, ensuring that each customer understands their options and feels supported throughout the resolution process. This position blends analytical thinking with empathetic service, contributing directly to arenaflex’s strategic goal of maintaining healthy portfolio performance while delivering best‑in‑class customer experiences.

Key Responsibilities

• Conduct inbound and outbound calls for collection accounts, account maintenance, and liquidation activities across assigned portfolios.
• Analyze payment histories, system notes, and account characteristics to determine the most appropriate communication strategy.
• Clearly articulate account status, payment options, and resolution pathways using arenaflex’s standardized Call Model guidelines.
• Document all interactions accurately in the designated systems, ensuring compliance with internal policies and regulatory requirements.
• Negotiate payment arrangements, settlements, or alternative solutions that align with both customer needs and corporate objectives.
• Utilize collection and skip‑tracing tools to monitor delinquencies, repossessions, and loss exposure, keeping metrics at or below corporate targets.
• Escalate complex or sensitive issues to the Customer Assistance Supervisor in a timely manner.
• Complete non‑phone‑based projects, such as account remediation, data cleanup, and process improvement initiatives.
• Participate in critical decision‑making processes, including the assignment of accounts for repossession when warranted.
• Collaborate with cross‑functional teams—including finance, legal, and compliance—to ensure seamless case handling.

Essential Qualifications

• High school diploma or GED required; a college degree or equivalent work experience is preferred.
• Demonstrated ability to respond to customers promptly and accurately, with a focus on problem resolution.
• Strong verbal communication skills, with the ability to convey complex information in a clear, concise manner.
• Excellent listening skills and a genuine commitment to delivering a customer‑centric experience.
• Proficiency with Microsoft Office applications (Word, Excel, PowerPoint) and comfort navigating multiple software platforms.
• Ability to work collaboratively with team members at all organizational levels.
• Flexibility to work a shift between 8 am – 8 pm, including two nights per week that extend to 8 pm.

Preferred Qualifications & Additional Skills

• Prior experience in collections, account management, or a financial services environment.
• Familiarity with skip‑tracing tools, credit reporting systems, and loss mitigation strategies.
• Strong analytical abilities to assess account risk, identify trends, and propose proactive solutions.
• Demonstrated resilience and adaptability in a fast‑changing, high‑volume work setting.
• Experience with virtual training platforms and the ability to transition smoothly between remote and on‑site work environments.
• Commitment to continuous learning, with a willingness to pursue certifications or additional training related to collections, compliance, or customer service excellence.

Skills & Competencies for Success

• Customer Empathy: Ability to understand and address the concerns of customers facing financial challenges.
• Negotiation Acumen: Skilled at crafting mutually beneficial payment arrangements while protecting arenaflex’s financial interests.
• Attention to Detail: Precise documentation and adherence to procedural guidelines.
• Problem‑Solving: Proactive identification of obstacles and swift implementation of effective solutions.
• Team Collaboration: Strong interpersonal skills that foster cooperation across departments.
• Time Management: Efficient handling of multiple accounts and tasks without compromising quality.
• Technology Proficiency: Comfort with CRM systems, data analytics tools, and digital communication platforms.

Career Growth & Development Opportunities

arenaflex invests heavily in the professional development of its employees. As a Customer Assistance Specialist, you will have access to a robust learning ecosystem that includes:

• Structured onboarding with a nine‑week training program—six weeks virtual followed by three weeks of on‑site nesting.
• Ongoing mentorship from seasoned supervisors and senior specialists.
• Tuition reimbursement for relevant coursework or certifications.
• Clear career pathways toward senior collections roles, team leadership, or specialized finance positions.
• Opportunities to participate in cross‑functional projects that broaden your skill set and visibility within arenaflex.

Compensation, Perks & Benefits

arenaflex offers a competitive base salary complemented by a comprehensive benefits package that begins on day one. While exact figures will be discussed during the interview process, you can expect:

• Health, dental, and vision coverage for you and your family.
• Flexible spending accounts (Health Savings, Dependent Care, etc.).
• Generous paid time off, holidays, and paid parental leave.
• arenaflex 401(k) plan with company match and an additional annual contribution regardless of employee participation.
• Vehicle purchase and lease programs exclusive to arenaflex employees.
• Hybrid work options after successful completion of training and meeting performance expectations.
• Employee assistance programs covering prenatal services, adoption support, childcare resources, and more.
• Wellness initiatives, including fitness subsidies and mental‑health resources.

Work Environment & Culture at arenaflex

Our workplace is built on the pillars of teamwork, flexibility, and respect. You will join a diverse community where every voice matters, and inclusion is not just a buzzword but a daily practice. arenaflex has been recognized as a top employer for diversity and is proud to support minority‑ and women‑owned suppliers. Our commitment to an equitable environment means you will work alongside colleagues who bring unique perspectives, experiences, and ideas to the table.

Key cultural highlights include:

• Collaborative Spirit: Cross‑departmental initiatives encourage knowledge sharing and collective problem‑solving.
• Growth Mindset: Continuous feedback loops and performance coaching help you reach your full potential.
• Innovation Focus: Employees are encouraged to challenge the status quo and propose bold ideas that drive the business forward.
• Community Engagement: arenaflex supports volunteerism and community outreach, giving you avenues to give back.

Application Process & Next Steps

If you are ready to bring your passion for customer service, analytical expertise, and collaborative spirit to a dynamic, forward‑thinking organization, we invite you to apply today. Please submit your resume and a brief cover letter outlining how your experience aligns with the responsibilities and qualifications listed above.

For any questions, accommodations, or assistance with your application, reach out to our talent acquisition team at [email protected]. We look forward to welcoming you to the arenaflex family, where together we will continue to move people beyond what’s possible.

Apply Now – Join arenaflex!