Client Services Customer Relations Representative
Mercedes-Benz Financial Services USA LLCFort Worth, TX
About Us
Mercedes-Benz Financial Services, part of Mercedes-Benz Mobility AG, is the captive financing and mobility solutions company of Mercedes-Benz AG. The company offers automotive financial and insurance products.
Job Overview
The Customer Relations Representative supports Customer Relations Coordinators in handling customer complaints and legal or regulatory inquiries in accordance with policies, procedures, and compliance standards. Responsibilities include complaint intake and assignment, providing documents for legal requests and subpoenas, responding to regulatory inquiries, communicating request status, and documenting actions in the system of record.
The role integrates CustomerONE behaviors into customer interactions to drive customer satisfaction and brand loyalty.
Responsibilities
- Support the complaint process, including intake of new complaints, retrieving account documentation, and providing standardized response letters. (50%)
- Respond professionally and promptly to subpoenas and provide requested documents in accordance with company policies and procedures. (25%)
- Support the Customer Relations Team in meeting regulatory requirements for customer inquiries, including CFPB, CCPA, and other state-mandated requirements. (25%)
Qualifications
- Legally authorized to work in the United States at the time of application.
- Minimum of 1 year of overall work experience.
- Preferred experience: 2 years in business-general and 2 years in customer service.
- High School Diploma or GED required; Bachelor's Degree preferred, especially in Business Administration or Communications.
- At least 1 year of experience working in ALFA and FAW required.
- Analytical, data collection, fact-finding, trend and variance identification, PC, corporate mainframe, Microsoft Office, and problem-solving skills.
Relocation assistance will not be provided.
Benefits
Benefits include competitive salary, performance-based bonuses, vacation time, additional corporate holidays, an employee lease program, medical, dental and vision insurance, disability coverage, paid family leave, adoption expense reimbursement, tuition assistance, retirement benefits, flexible work arrangements, and other employee amenities.
Contact
Mercedes-Benz Financial Services USA LLC
14372 Heritage Pkwy
Fort Worth, TX 76177
NAFTA SSC E-Mail: nafta_ssc_recruiting@mercedes-benz.com