Client Services Customer Relations Representative

Mercedes-Benz Financial Services USA•Fort Worth, TX

About The Position

The Customer Relations Representative supports Customer Relations Coordinators in handling customer complaints and legal or regulatory inquiries in accordance with company policies, procedures, and compliance standards. The role assists with complaint intake and assignment, retrieves account documentation, provides standardized response letters, fulfills legal document requests and subpoenas within required timeframes, responds to customer inquiries subject to regulatory requirements, communicates professionally about requests and their fulfillment status, and documents actions in the system of record. The representative integrates CustomerONE behaviors in internal and external interactions to support customer satisfaction and brand loyalty. The role is part of Mercedes-Benz Financial Services, the captive financing and mobility solutions company of Mercedes-Benz AG. The company describes its workplace as comfortable, friendly, inclusive, and employee-centric, with opportunities for career development. Relocation assistance is not provided.

Requirements

Legally authorized to work in the United States at the time of application.
At least 1 year of overall work experience.
High school diploma or GED.
At least 1 year of experience working in ALFA and FAW.
Analytical skills.
Ability to collect data, establish facts, and identify trends and variances.
PC skills, including corporate mainframe and Microsoft Office.
Problem-solving skills.

Nice To Haves

Bachelor's degree preferred; recommended majors include Business Administration and Communications.
Preferred experience: 2 years in Business-General and 2 years in Customer Service.
Recommended prerequisites include experience as a Collections Representative, Remarketing Representative, or Client Services Representative.

Responsibilities

Support Customer Relations Coordinators with complaint handling, including intake of new complaints, retrieving account documentation, and providing standardized response letters. (50%)
Respond professionally and timely to subpoenas by providing requested documents in accordance with company policies and procedures. (25%)
Support the Customer Relations Team in meeting regulatory requirements for customer inquiries, including CFPB, CCPA, and other state-mandated requirements. (25%)
Communicate professionally about receipt of requests, fulfillment status, and responses to requests.
Document actions taken in the system of record.
Integrate CustomerONE behaviors in internal and external customer interactions.

Benefits

Competitive salary and annual bonus based on company and/or personal performance.
Fifteen additional corporate holidays, in addition to vacation time.
Mercedes-Benz Employee Lease Program.
Medical, dental, and vision insurance.
Employer-paid short- and long-term disability.
On-site exercise facilities.
Paid family leave, including six weeks for new parents.
Adoption expense reimbursement up to $6,000 per child.
Tuition assistance of up to $6,000 for undergraduate business-related coursework and $8,000 for graduate coursework.
401(k) with match.
Flexible work arrangements.
Mercedes-Benz car program.
Generous vacation and personal time.