Client Services Customer Relations Representative

Customer Relations Representative

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
• In addition to our vacation time, you'll receive fifteen (15) additional corporate holidays, which will allow you to celebrate religious holidays or escape to the spa! Designed to be flexible, we let you decide which days are most important to you!
• 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
• Enjoy generous paid Family Leave Programs - Six Weeks for New Parents; Adoption Expense Reimbursement Programs - up to $6k per child
• Receive up to $8k in vouchers to complete business-related coursework through the Tuition Assistance Scholar Program
• $6k for undergraduate
• $8k for graduate

The Customer Relations Representative is responsible for supporting the Customer Relations Coordinators in handling customer complaints and legal/regulatory inquiries in adherence to policies, procedures, and compliance standards. Responsibilities include assisting with the intake and assignment of customer complaints, providing requested documents to satisfy legal requests and subpoenas within required timeframes, responding to customer inquiries mandated by regulatory requirements, providing knowledgeable and professional communication regarding receipt of requests, the status of fulfillment and responses to requests, and documenting action taken in the system of record. Through all customer interactions, both internal and external, the Customer Relations Representative is charged with integrating CustomerONE behaviors that ultimately drive customer satisfaction and brand loyalty.

• Support the Customer Relations Coordinators in the handling of the complaint process including, but not limited to completing the intake process for new complaints, retrieving account documentation, and providing standardized response letters. (50%)
• Respond professionally and timely to subpoenas providing requested documents in accordance with company policies and procedures. (25%)
• Supporting the Customer Relations Team in adhering to regulatory requirements to respond to customer inquiries including, but not limited to, Consumer Financial Protection Bureau (CFPB), California Consumer Privacy Act (CCPA), and other state mandated requirements. (25%)

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:

• Business-General: 2 years
• Customer Service: 2 years

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

• Business Administration
• Communications

Additional Knowledge:

• 1 year experience working in ALFA, FAW required.

Skills:

• Analytical skills
• PC skills
• Problem Solving skills

Recommended Prerequisites: Collections Representative; Remarketing Representative; Client Services Representative