Collections Insurance Total Loss Subject Matter Expert

Collections Insurance Total Loss Subject Matter Expert (Sme)

Mercedes-Benz Financial Services, part of the global company Mercedes-Benz Mobility AG is the captive financing and mobility solutions company of the global luxury automobile manufacturer, Mercedes-Benz AG. We offer a comprehensive range of automotive financial and insurance products that make it easy for our customers to drive their dream Mercedes-Benz vehicle. Working at Mercedes-Benz Financial Services is more than a job it's an opportunity to join an innovative team where you are valued for your contributions. As an employee, you will experience career development in a positive, employee-centric environment. We're a global company that not only offers best-in-class products to our customers but also best-in-class benefits to our employees. Our employees experience a comfortable, friendly environment and relaxed, inclusive culture.

When working at Mercedes-Benz Financial Services, you will enjoy a comprehensive and amenity-rich benefits package offering something for every employee at each stage of their life. As a new employee, you will have the opportunity to take advantage of the following benefits that go beyond beginning day one:

Competitive salary plus an annual bonus based on company performance and/or personal yearly performance

Fifteen (15) additional corporate holidays, which will allow you to celebrate religious holidays or escape to the spa!

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

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

The Collections Insurance Total Loss Subject Matter Expert (SME) is responsible for providing support to the team and to leadership for all processes within the Collections Insurance Total Loss Team. The SME will conduct research and communicate via outbound calls or emails to various parties. They will ensure all actions comply with federal/state laws and regulations and company policy.

Responsibilities:

Monitor and assist the team with inbound and outbound calls with insurance providers, customers, dealers, vendor partner, and internal business partners. Review documentation related to total loss claim accounts and provide direction to the team in handling account specific issues and escalations, ensuring follow up is conducted appropriately. Provide expert daily support to team members and leadership on all Collections Insurance Total Loss processes.

Perform quality checks on group email boxes, validating daily mail received is worked/imaged within two (2) business days. Conduct quality audits and scoring for Insurance Total Loss representatives. In the absence of the supervisor, monitor the team's workload volumes and assign Pega tasks, Alfa cases, and/or OnPoint workbaskets appropriately. Monitor service level throughout the day.

Train all new hire agents and perform any up-training as necessary. Update OneNote training document to align with department processes and Compass documentation. Partner with the supervisor and collaborate on observed training opportunities within the team. Participate and help prepare the agenda for scheduled team meetings.

Conduct daily review of General Suspense for timely and accurate posting of unidentified funds. Monitor and approve vendor invoices.

Qualifications:

Applicants must be legally authorized to work in the U.S. at the time of application. This position requires a minimum of 1 year of overall work experience. Preferred experience includes:

Collections: 1 year

Customer Service: 1 year

Education: High School Diploma/(GED) is required, Bachelor's Degree is preferred.

Additional Knowledge:

Minimum 1 year of Collections experience required.

Skills:

Analytical skills Ability to collect data and establish facts and identify trends and variances

PC skills Microsoft Office

Presentation skills

Additional Skills:

Must be an in-depth information resource. Strong attention to detail Excellent verbal and written communication Ability to build, maintain and leverage relationships

Recommended Prerequisites:

Collections Agent