Loyalty Accelerator Program Agent
About The Position
The Loyalty Accelerator Program (LAP) Agent is responsible for delivering comprehensive support for the Mercedes-Benz loyalty program by verifying program eligibility, resolving complex dealer inquiries, and ensuring accurate processing of loyalty payment waivers. Operating within a call center environment, this role provides high-quality service to dealers, field staff, and internal partners by managing loyalty-related issues, facilitating payment waiver programs, and coordinating necessary documentation and workflows. The position also ensures compliance with program requirements, supports cross-functional collaboration to resolve exceptions, and maintains accuracy in financial processing, reporting, and account management activities. The role also processes funding of Employee Lease contracts as well as the processing of Funding department mail.
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.
- Analytical skills
- Ability to collect data and establish facts and identify trends and variances
- PC skills
- Microsoft Office
- Problem Solving Skills
Nice To Haves
- Relocation assistance will not be provided for this position.
- Business-General: 2 years
- Funding: 1 year
- Education: Bachelor's Degree is preferred.
- 1 year of NFA, Payment Aggregator, Alfa, COS, eValidate, Case360, FAW, Compass, MSS, Doc Management, WebAMS and MB Advantage preferred.
Responsibilities
- Verify and confirm eligibility for MB LAP incentive program using the MBUSA Market Support System. Process subsidy claims, reversals, and ensure all transactions meet program guidelines and accuracy standards. (20%)
- Manage loyalty-related issues through the LAP email box. Investigate discrepancies, resolve complex scenarios, and determine appropriate paths for exceptions and escalations. (20%)
- Provide inbound and outbound support to dealers, field staff, and internal partners. Resolve loyalty-related inquiries, educate on program requirements, and deliver a high level of customer service. (10%)
- Monitor maturing lease accounts with Loyalty Certificates pulled for proper processing and take corrective action as needed, including managing payment waiver program inquiries, adjustments, and account qualification determinations. (15%)
- Complete the funding process for all lease extensions and balloon refinance contracts within expected turnaround times. (15%)
- Ensure completion of required documentation (mail processes ICS Controls), maintain compliance reporting. Log and coordinate the workflow for all incoming checks to the Business Center. Reconcile check log weekly for items waiting for deposit. (10%)
- Facilitate the funding of Employee Leases as they are contracted by the Employee Lease team. (10%)
Benefits
- Competitive salary plus an annual bonus based on company performance and/or personal yearly performance
- fifteen (15) additional corporate holidays
- Mercedes-Benz Employee Lease Program
- Outstanding medical, dental, and vision insurance
- employer-paid short and long term disability
- on-site exercise facilities
- generous 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 ($6k for undergraduate, $8k for graduate)
- 401(K) with match
- generous vacation and personal time
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
