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Dispute Resolution Specialist - Escalation Analyst The candidate will maintain a thorough knowledge of various state laws as they pertain to automotive complaint resolution, including the repair or replacement of a vehicle(s). Will read and interpret the legal standards for their designated state(s) and use those standards to determine what actions are required to provide prompt and objective resolution that is beneficial for the consumer, Company and those regulatory agencies with oversight responsibilities, per FMC guidelines. Serve as a point of contact for the Customer Relationship Center to answer questions pertaining to all Lemon Law inquires. Analyze and organize written, audio, and video documents and data submitted to FMC by consumers. Review documents, conduct research, and assess validity of content against designated standards in an effort to prepare a defense for informal warranty disputes. Review documents, conduct research, and assess validity of content against designated standards in an effort to process California Lemon Law buyback requests. Draft and submit FMC’s position and supporting documents to defend warranty disputes. Interview key witnesses to gather factual representation of concern/cross examine witness in arbitration as required. Prepare and submit written settlement offers as appropriate per FMC guidelines (ESP/SCP, FSE Inspections/Repairs, Goodwill Reimbursements up to $1500, buybacks with approval). Initiating mediation conference calls as appropriate in an effort to settle claims. Using approved reference documents and other legal references, prepare and provide testimony at BBB Auto Line arbitrations via phone and/or video conference. Complete necessary system documentation at each level of case handling. Coordinate case handling with the BBB, field personnel, dealerships, Reacquired Vehicles Headquarters, consumers and their counsel. Respond to discovery requests from the Office of the General Counsel. Miscellaneous duties as assigned. BS/BA Degree preferred or equivalent related experience in handling escalated claims. Should preferably have 1 year of Customer Service / Call Center experience. Must have experience with facilitating the resolution of escalated or sensitive consumer complaints. Some previous consumer affairs, paralegal or legal claims experience preferred. Previous automotive dealership experience preferred. Must have ability to handle cases within a set time frame to meet compliance.
Job Number: 020SA.
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