Client Services Customer Relations Coordinator
Mercedes-Benz Financial Services USA LLC, Fort Worth, TX, United States
Job Overview
The Client Services Customer Relations Coordinator is responsible for investigating and resolving 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. Serve as a key point of contact for Better Business Bureau (BBB), Consumer Financial Protection Bureau (CFPB) and MBUSA Customer Advocacy Center. (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
Must be legally authorized to work in the U.S. at the time of application.
Relocation assistance will not be provided for this position.
Minimum of 2 years overall work experience.
Preferred experience: 2 years business-general, 2 years customer service, 2 years finance.
Education High School Diploma or GED is required; Bachelor's Degree preferred.
Recommended majors include: Business Administration, Communication.
Additional Knowledge
2 years of Customer Service phone experience preferred.
Skills
Analytical skills: ability to collect data, 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.
Benefits
Competitive salary plus an annual bonus based on company performance and/or personal yearly performance.
Vacation time and fifteen (15) additional corporate holidays.
Mercedes-Benz Employee Lease Program participation.
Outstanding medical, dental, and vision insurance; employer-paid short and long term disability.
Paid Family Leave Programs: six weeks for new parents; adoption expense reimbursement programs up to $6k per child.
Tuition Assistance Scholar Program: receive up to $8k in vouchers to complete business-related coursework.
401(k) with match.
Flexible work arrangements.
EEO Statement Mercedes-Benz Financial Services offers competitive salary, performance-based bonuses and a full suite of benefits including 401(K) with match, generous vacation and personal time, a Mercedes-Benz car program as well as flexible work arrangements. EEO/Minorities/Females/Disabled/Vets.
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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. Serve as a key point of contact for Better Business Bureau (BBB), Consumer Financial Protection Bureau (CFPB) and MBUSA Customer Advocacy Center. (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
Must be legally authorized to work in the U.S. at the time of application.
Relocation assistance will not be provided for this position.
Minimum of 2 years overall work experience.
Preferred experience: 2 years business-general, 2 years customer service, 2 years finance.
Education High School Diploma or GED is required; Bachelor's Degree preferred.
Recommended majors include: Business Administration, Communication.
Additional Knowledge
2 years of Customer Service phone experience preferred.
Skills
Analytical skills: ability to collect data, 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.
Benefits
Competitive salary plus an annual bonus based on company performance and/or personal yearly performance.
Vacation time and fifteen (15) additional corporate holidays.
Mercedes-Benz Employee Lease Program participation.
Outstanding medical, dental, and vision insurance; employer-paid short and long term disability.
Paid Family Leave Programs: six weeks for new parents; adoption expense reimbursement programs up to $6k per child.
Tuition Assistance Scholar Program: receive up to $8k in vouchers to complete business-related coursework.
401(k) with match.
Flexible work arrangements.
EEO Statement Mercedes-Benz Financial Services offers competitive salary, performance-based bonuses and a full suite of benefits including 401(K) with match, generous vacation and personal time, a Mercedes-Benz car program as well as flexible work arrangements. EEO/Minorities/Females/Disabled/Vets.
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