Recovery, Operations and Correspondence Analyst

Nissan • Murfreesboro, TN

18d • Onsite

About The Position

We are currently looking for a Recovery, Operations and Correspondence Analyst to join our team in Murfreesboro, TN . This role will manage the day-to-day operations related to all Operational requests for Consumer Affairs, Dispute Resolution and Legal teams. Responsible for performing audits on all requests related to Vehicle Service Contracts, Extended Component Warranties, Service Credits, and Vehicle Purchase Program.

Requirements

• Education: Bachelor’s degree is required
• Years of Experience: Two more years directly related to customer handling, call center, and customer escalation processes.
• Job Knowledge & Skills: Intermediate computer systems knowledge, analytical ability, strong verbal and written communication skills and strong organizational skills to effectively interface with internal and external departments. Independent decision-making and strategic thinking. Must have excellent time management skills and the ability to successfully manage multiple projects simultaneously. Attention to detail and problem-solving skills required.
• Computer Skills: Intermediate/Advanced knowledge of Microsoft Professional Suite, with emphasis in Excel and Power Point.
• Ability to perform work onsite at Murfreesboro, TN

Responsibilities

• Evaluates all incoming requests from attorneys, state regulatory agencies, dealers, and customers in reference to alleged Lemon Law / Breach of Warranty issues, and product related questions or concerns.
• Receives, audits, and processes all incoming Consumer Affairs (Level 1 and Level 2) and Arbitration goodwill requests. Ensure each request does not put NNA in risk of Lemon Law implications.
• Analyze process for related improvements including SOPs.
• Responsible for daily and monthly budget tracking and providing analysis for each GW tool and communicate current trends to Sr. Manager and Director.
• Produces and distributes related weekly reports for Correspondence/Goodwill functions.
• Manages vendor(s) to ensure proper and timely disbursements are made to the customer.
• Handle customer escalations to resolve concerns when issues arise.
• Audits SAP file and Salesforce for all Consumer Affairs, Dispute Resolution and Legal Buyback checks received from accounting weekly to ensure they are distributed to the correct entities and within state mandated deadlines. Weekly check requests average $1.8M.
• Maintains accounting transactions for Consumer Affairs, Dispute Resolution and Legal teams, which include stop payments, voided checks, check traces and weekly bank deposits for recovery funds received.
• Works with NNA Accounting to reconcile accounts; review, investigate and correct errors regarding NNA checks.
• Works cross functionally with various NNA departments (Engineering, Parts Return, Legal, Recalls, Product Suggestions, NESNA, NMAC, Subrogation claims) that interact with Consumer Affairs to ensure all incoming customer escalations are received by the accurate entity for immediate response.
• Conducts new hire training and best practices presentations to all new Consumer Affairs and Dispute Resolution employees regarding Goodwill and Correspondence requests in Salesforce.
• Interfaces with dealership personnel and regional staff to audit and approve warranty claims.
• Collaborates with NESNA on VSC Cancellations to ensure proper cancelation of policies and recover funds on all applicable CBB vehicles.

Benefits

• Career Growth and Continuous Learning Opportunities
• Comprehensive Benefits Package, including medical, mental health, parental leave, retirement savings & unique Nissan perks, including discounts on lease vehicles as part of our Employee Lease Program and a Vehicle Purchase Program (VPP).

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 5,001-10,000 employees