Client Services Customer Relations Coordinator

About Us

Mercedes-Benz Financial Services, part of Mercedes-Benz Mobility AG, provides automotive financing and mobility solutions for Mercedes-Benz customers.

Job Overview

The Client Services Customer Relations Coordinator investigates and resolves escalated consumer complaints and direct credit disputes, while identifying coaching and process improvement opportunities.

Responsibilities

• Investigate, resolve, and respond to escalated complaints and direct credit disputes according to company policies and procedures.
• Manage timely, professional communication with customers and stakeholders through resolution.
• Develop relationships with stakeholders across Operations, Credit, Sales, and the Office of General Counsel.
• Serve as a key contact for the Better Business Bureau, Consumer Financial Protection Bureau, and MBUSA Customer Advocacy Center. (70%)
• Perform root cause analyses to identify process gaps and coaching opportunities. (30%)

Qualifications

• Legally authorized to work in the United States at the time of application.
• At least 2 years of overall work experience required; customer service and finance experience preferred.
• High school diploma or GED required; bachelor's degree preferred.
• Two years of customer service phone experience preferred.
• Analytical, data collection, problem-solving, communication, negotiation, time management, multitasking, attention to detail, and de-escalation skills.
• Experience with PC systems, corporate mainframes, Microsoft Office, and presentations.

Benefits

Benefits include competitive salary, performance-based bonuses, corporate holidays, vacation time, employee vehicle leasing, medical, dental and vision insurance, disability coverage, family leave, adoption expense reimbursement, tuition assistance, retirement benefits, and flexible work arrangements.

Applicants must be legally authorized to work in the U.S. Relocation assistance is not provided.