Client Services Customer Relations Coordinator

Mercedes-Benz Group•Fort Worth, TX

36d

About The Position

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.

Requirements

Applicants must be legally authorized to work in the U.S. at the time of application.
This position requires a minimum of 2 years of overall work experience.
High School Diploma/(GED) is required, Bachelor's Degree is preferred.
Analytical skills
Ability to collect data and establish facts and identify trends and variances
PC skills
Microsoft Office
Corporate Mainframe
Presentation skills
Problem solving 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.

Nice To Haves

Business-General: 2 years
Customer Service: 2 years
Finance: 2 years
Business-Administration
Communication
2 years of Customer Service phone experience preferred.
Client Services Representative; Remarketing Representative; Collections Representative; Retail Credit Analyst; Team Leader

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%)

Benefits

Competitive salary plus an annual bonus based on company performance and/or personal yearly performance
In addition to our vacation time, you'll receive nine (9) additional corporate holidays and six (6) Personal days, 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!
All employees are eligible to participate in the Mercedes-Benz Employee Lease Program
Outstanding medical, dental, and vision insurance, employer-paid short and long term disability plus on-site exercise facilities
Enjoy generous paid Family Leave Programs - Six Weeks for New Parents; Two Days for New Grandparents; as well as Adoption Expense Reimbursement Programs - up to $6k per child
Tuition Assistance Scholar Program - receive up to $5,250/year in vouchers to complete business-related coursework
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.
Events for Employees
Discounts for Employees Possible
Company Retirement
Health