Mitsubishi Motors North America, Inc
3-5 yrs required
Franklin, TN, United States
Jan 16, 2022
May 01, 2022
DUTIES: Coordinate with consumers, dealers and regional management and other affected personnel to resolve customer concerns early in the case process to prevent escalation. Provide support to Level 2 Case Management team to assist with advanced CR cases as required. Negotiate vehicle replacement, repurchase, and settlement transactions with customers to ensure optimal outcome for the customer and company. Consult with dealers and regional staff for pertinent information to resolve customer concerns. Evaluate and analyze each Lemon Law Summary to ensure Mitsubishi compliance with applicable state and federal laws; provide feedback to regional staff for coaching, counseling and accountability of district and dealership personnel. Evaluate customer cases and guide the regional organization towards voluntary settlements where feasible. Prepare the appropriate settlement documentation for approval and manufacturer costs. Ensure all required legal documents and disclosures are correct and complete. Direct lemon law case activities to include: case investigation, preparation, presentation, and compliance with mandated deadlines and arbitration decisions. Direct third-party arbitration cases to include assisting the regions with case investigation, responses, preparation, presentation, and compliance with critical dates and decisions. Train regional personnel on procedures for handling arbitration board cases to include interacting with the customer, and all preparation and presentation for oral hearings. Reconcile and audit third party arbitration and vehicle surrender billings for accuracy. If required, act as a back-up for Level One and Level Two. Proactively problem solve escalated calls, customer issues, workflow inefficiencies, training opportunities, and system problems. Perform case management duties in the absence of designated case managers. Effectively manage multiple priorities and meet stated deadlines while delivering quality results. Perform other duties as assigned or required to ensure work unit goals are achieved.