Client Services Customer Relations Coordinator
Mercedes-Benz US, Fort Worth, TX, United States
Client Services Customer Relations Coordinator
About Us: Mercedes-Benz Financial Services, part of the global company Mercedes-Benz Mobility AG is the captive financing and mobility solutions company of the global luxury automobile manufacturer, Mercedes-Benz AG. We offer a comprehensive range of automotive financial and insurance products that make it easy for our customers to drive their dream Mercedes-Benz vehicle. Why work at Mercedes-Benz Financial Services? Working at Mercedes-Benz Financial Services is more than a job
it's an opportunity to join an innovative team where you are valued for your contributions. As an employee, you will experience career development in a positive, employee-centric environment. We're a global company that not only offers best-in-class products to our customers but also best-in-class benefits to our employees. Our employees experience a comfortable, friendly environment and relaxed, inclusive culture. Benefits: When working at Mercedes-Benz Financial Services, you will enjoy a comprehensive and amenity-rich benefits package offering something for every employee at each stage of their life. As a new employee, you will have the opportunity to take advantage of the following benefits that go beyond
beginning day one: Get Rewarded! Competitive salary plus an annual bonus based on company performance and/or personal yearly performance Need a vacation? How about just some time for YOU! In addition to our vacation time, you'll receive fifteen (15) additional corporate holidays, which will allow you to celebrate religious holidays or escape to the spa! Designed to be flexible, we let you decide which days are most important to you! Ride in Style - All employees are eligible to participate in the Mercedes-Benz Employee Lease Program We want you to be healthy! Outstanding medical, dental, and vision insurance, employer-paid short and long term disability plus on-site exercise facilities Is your family growing? Enjoy generous paid Family Leave Programs - Six Weeks for New Parents; Adoption Expense Reimbursement Programs - up to $6k per child Want to go back to school? Tuition Assistance Scholar Program - receive up to $8k in vouchers to complete business-related coursework $6k for undergraduate $8k for graduate Job Overview: The Client Services Customer Relations Coordinator is responsible for the investigation and resolution of escalated consumer customer complaints and direct credit disputes as defined in the Customer Complaint Procedure (Compass Document 3757). Responsibilities include logging, tracking, investigating, and responding to escalated customer complaints and direct credit disputes as well as capturing and escalating coaching and process improvement opportunities identified in complaint investigations. Responsibilities: Investigate, resolve and respond to escalated complaints and direct credit disputes in accordance with company policies and procedures. Manage timely communication with the customer and stakeholders through resolution with a high degree of professionalism. Develop and maintain strong relationships with key stakeholders throughout the MBFS organization including, but not limited to Operations, Credit, Sales, and the Office of General Counsel. (70%) Perform a root cause analysis to identify gaps in processes and/or coaching opportunities to drive process improvements and prevent future occurrences. (30%) Qualifications: Applicants must be legally authorized to work in the U.S. at the time of application. Relocation assistance will not be provided for this position. This position requires a minimum of 2 years of overall work experience. Preferred experience includes: Business-General: 2 years Customer Service: 2 years Finance: 2 years Education: High School Diploma/(GED) is required, Bachelor's Degree is preferred. Recommended majors include: Business Administration Communication Additional Knowledge: 2 years of Customer Service phone experience preferred. Skills: Analytical skills: Ability to collect data and establish facts and identify trends and variances PC skills: Corporate Mainframe, Microsoft Office Presentation skills Problem Solving skills Additional Skills: Excellent communication (written/verbal) skills Effective listening and negotiation skills Effective time management skills Ability to multi-task High level of attention to detail Effective de-escalation skills. Recommended Prerequisites: Client Services Representative; Remarketing Representative; Collections Representative; Retail Credit Analyst; Team Leader
About Us: Mercedes-Benz Financial Services, part of the global company Mercedes-Benz Mobility AG is the captive financing and mobility solutions company of the global luxury automobile manufacturer, Mercedes-Benz AG. We offer a comprehensive range of automotive financial and insurance products that make it easy for our customers to drive their dream Mercedes-Benz vehicle. Why work at Mercedes-Benz Financial Services? Working at Mercedes-Benz Financial Services is more than a job
it's an opportunity to join an innovative team where you are valued for your contributions. As an employee, you will experience career development in a positive, employee-centric environment. We're a global company that not only offers best-in-class products to our customers but also best-in-class benefits to our employees. Our employees experience a comfortable, friendly environment and relaxed, inclusive culture. Benefits: When working at Mercedes-Benz Financial Services, you will enjoy a comprehensive and amenity-rich benefits package offering something for every employee at each stage of their life. As a new employee, you will have the opportunity to take advantage of the following benefits that go beyond
beginning day one: Get Rewarded! Competitive salary plus an annual bonus based on company performance and/or personal yearly performance Need a vacation? How about just some time for YOU! In addition to our vacation time, you'll receive fifteen (15) additional corporate holidays, which will allow you to celebrate religious holidays or escape to the spa! Designed to be flexible, we let you decide which days are most important to you! Ride in Style - All employees are eligible to participate in the Mercedes-Benz Employee Lease Program We want you to be healthy! Outstanding medical, dental, and vision insurance, employer-paid short and long term disability plus on-site exercise facilities Is your family growing? Enjoy generous paid Family Leave Programs - Six Weeks for New Parents; Adoption Expense Reimbursement Programs - up to $6k per child Want to go back to school? Tuition Assistance Scholar Program - receive up to $8k in vouchers to complete business-related coursework $6k for undergraduate $8k for graduate Job Overview: The Client Services Customer Relations Coordinator is responsible for the investigation and resolution of escalated consumer customer complaints and direct credit disputes as defined in the Customer Complaint Procedure (Compass Document 3757). Responsibilities include logging, tracking, investigating, and responding to escalated customer complaints and direct credit disputes as well as capturing and escalating coaching and process improvement opportunities identified in complaint investigations. Responsibilities: Investigate, resolve and respond to escalated complaints and direct credit disputes in accordance with company policies and procedures. Manage timely communication with the customer and stakeholders through resolution with a high degree of professionalism. Develop and maintain strong relationships with key stakeholders throughout the MBFS organization including, but not limited to Operations, Credit, Sales, and the Office of General Counsel. (70%) Perform a root cause analysis to identify gaps in processes and/or coaching opportunities to drive process improvements and prevent future occurrences. (30%) Qualifications: Applicants must be legally authorized to work in the U.S. at the time of application. Relocation assistance will not be provided for this position. This position requires a minimum of 2 years of overall work experience. Preferred experience includes: Business-General: 2 years Customer Service: 2 years Finance: 2 years Education: High School Diploma/(GED) is required, Bachelor's Degree is preferred. Recommended majors include: Business Administration Communication Additional Knowledge: 2 years of Customer Service phone experience preferred. Skills: Analytical skills: Ability to collect data and establish facts and identify trends and variances PC skills: Corporate Mainframe, Microsoft Office Presentation skills Problem Solving skills Additional Skills: Excellent communication (written/verbal) skills Effective listening and negotiation skills Effective time management skills Ability to multi-task High level of attention to detail Effective de-escalation skills. Recommended Prerequisites: Client Services Representative; Remarketing Representative; Collections Representative; Retail Credit Analyst; Team Leader