Escalated Case Administrator

Kia Corporation•Tustin, CA

4d•$54,833 - $68,511•Onsite

About The Position

The role of the Escalated Case Administrator (ECA) is to provide customer service support to customers and attorneys. The ECA is responsible for responding to BBB Autoline, Attorney General, pre-litigation claims, and similar matters in a timely manner to help resolve customer and vehicle service concerns. The Escalated Case Administrator will obtain all relevant documentation from the customer/attorney and the dealer to perform a good‑faith evaluation of the service history, engage additional resources to provide repair assistance as needed, and assess Lemon Law risk based on state-specific requirements. The ECA is also responsible for reducing unnecessary case escalations (Pre‑litigation Demands, Attorney General inquiries, BBB Autoline cases, and lawsuits). The Escalated Case Administrator is responsible for accurate, efficient, and timely processing of claims, including (but not limited to) goodwill assistance, BBB Autoline directives, Attorney General requests, repurchase and replacement processing, and the proper disposal of reacquired vehicles. This position requires maintaining awareness of state Lemon Laws and taking appropriate action when handling final repair notices, Motor Vehicle Defect Notices, correspondence addressed to KUS executives, Pre‑litigation Demands, Attorney General inquiries, and BBB Autoline cases. The Escalated Case Administrator is also responsible for updating the CRM system with all customer/attorney communications and ensuring all documents created or received are attached to the case. Additionally, the ECA is responsible for completing all assigned Kia University courses and other necessary training opportunities. This position significantly impacts and contributes to the organization by increasing owner retention, improving customer and dealer satisfaction, and providing valuable product quality insights to company management.

Requirements

Bachelor’s degree or equivalent work experience required.
Automotive industry experience preferred.
Minimum 3 years analytical and administrative support experience.
Minimum 3 years’ experience within a customer support environment.
Knowledge and understanding of lemon laws and state specific requirements is a plus.
Must be able to work independently, as well as part of a team and support department and company goals.
Excellent oral and written communication skills.
Well-organized, with ability to complete projects as assigned.
Proficient with Microsoft Office products (Word, Excel, PowerPoint, Outlook).
Minimum 50+ wpm typing skills.

Responsibilities

Accepts assigned cases and initiates timely contact with customers or attorneys. Responds promptly to all communications to ensure consistent follow‑up and avoid missed interactions. Maintains appropriate follow‑up throughout the case lifecycle and leverages available resources to meet commitments.
For BBB/AG cases, reviews program eligibility, ensures compliance with deadlines and required documentation, and provides responses to BBB, Attorney General, or Attorney Demand communications in accordance with program guidelines. Ensures customer or attorney contact occurs promptly upon case acceptance, when applicable. Documents all interactions thoroughly in case notes following established protocols.
Partners with internal teams (FTS, Product Quality, DPSM, DSM, Legal) and external partners (dealers, vendors) to support timely and effective case resolution. Coordinates with vendors to complete vehicle surrenders promptly once repurchase is approved and all required documentation is received.
Supports related teams with repurchase requests and responds to BBB/Attorney General inquiries within required timelines. Works to resolve cases directly with customers whenever possible prior to arbitration and ensures management review for any case proceeding to a hearing.
Responds to Final Repair Opportunities, Written Notices, and NMVDNs in a timely manner. Ensures all relevant documents are properly uploaded or provided and maintains accurate case documentation.
Submit all Goodwill (GW) requests in a timely manner of customer acceptance utilizing ECA Lite Support, ensuring compliance with the program requirements.
Submit Vehicle Repurchase Summary (VRS) requests promptly upon receiving all required documents, leveraging the VRS RPA Bot to compile packets efficiently, ensuring the repurchase process is completed within the proposed timeline.
Ensure 100% of required documents are attached, properly labeled, categorized, and include the correct causal part to prevent returns or delays.
Transmit cases to Morley promptly upon dealer confirmation and receipt of the signed Settlement Agreement (if applicable), using ECA Lite Support to stage cases upon VRS submission, ensuring repurchase completion within 60 days of customer acceptance.
Update the VRS Disposition page with surrender details (location, date, and status) within a timely manner of vehicle surrender.
Complete required Customer Care KU Training and Customer Care Certification courses, including new model and program launch training.
Participate in depositions, trials, or small claims court as needed and perform quarterly TREAD reviews and respond within required timeframes measured by assignment.
Speak with the customer to understand their experience and needs, and identify solutions, act as a customer advocate.
Evaluation of ECR cases with a date of demand on a weekly basis to provide case‑handling direction (based on region).
Occasional domestic and/or international travel may be required.
Position may require working varying shifts to support assigned dealerships, districts, or regions.