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Customer Experience Team

3 months ago

Addison, United States Stellantis Financial Services US Full time
Job DescriptionJob Description

Stellantis Financial Services (SFS) is the new captive finance company for one of the world's leading automakers and a mobility provider with iconic brands including Abarth, Alfa Romeo, Chrysler, Citroën, Dodge, DS Automobiles, Fiat, Jeep®, Lancia, Maserati, Opel, Peugeot, Ram, Vauxhall, Free2move and Leasys.
Our exciting growth provides opportunities to advance your career as we successfully lead products and services from a small to midsize company in just a few years. Join our world class team and culture and contribute to our core mission which is enhancing our customer's experience.

Position Summary:

The Customer Experience Team (CET) Specialist will be responsible for maintaining company compliance, within the First Line of Defense, to consumer-facing policies and procedures, by ensuring verbal and written customer concerns surrounding business processes and consumer protection laws are accurately acknowledged, handled, and responded to within established timeframes as defined by department metrics and required by regulatory agencies.

Essential Job Duties and Responsibilities:

  • Receive and respond to inbound calls and emails from front-line agents who have identified customer complaints.
  • Assess, prioritize, categorize, resolve, and respond to all complaints from various customer communication channels regarding lease and loan accounts.
  • Communicate with subject matter experts for resolution based on severity, risk, or type, and subsequently evaluate, acknowledge, investigate, escalate, as needed, to provide the best resolution.
  • Partner with Compliance department to determine distribution of high-risk complaints and perform necessary and immediate research for resolution as requested.
  • Log, categorize, and document all complaints including complaint summary, research steps, and resolution within the complaints management system, and within the activity notes section of the account.
  • Critically evaluate information from multiple sources, and perform root cause analysis on complaints, many of which are complex.
  • Conduct root cause analysis on high risk complaints, as well as top trending complaints monthly.
  • Provide feedback on root causes to management for complaint reporting and corrective action plans.
  • Achieves expected quality scores as well as written quality audits, and productivity expectations.
  • Performs other ad-hoc duties as assigned.

Qualifications and Competencies: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Experience:

  • Minimum 2 years’ Customer Service, Collections, Account Servicing collective experience in Captive automotive industry, or equivalent years of Complaints Handling, within a Call Center, or Dealer Servicing.

Education:

  • High school diploma and or/GED.

Skills Required:

  • Excellent oral and written communications, listening and interpersonal skills.
  • Strong conflict resolution and negotiation skills.
  • Strong analytical and problem-solving skills.
  • Strong organization and time management skills.
  • Demonstrate ability to take a responsive customer service approach to work activities.
  • Proficient in using Microsoft Office Suite.

Qualifications Preferred:

  • Experience – Quality monitoring environment.

Overtime required – as needed.

Travel 0-10% - as needed.

Must have reliable transportation and live within a commutable distance to one of the following cities: Dallas, TX

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Sitting for long periods of time, standing, walking, close vision for computer work, speaking, hearing, lift and/or move up to 10 lbs. Reasonable accommodation will be reviewed upon request.

Stellantis Financial Services, Inc (SFS) is an equal opportunity employer and is committed to providing its employees an environment that is free of harassment, discrimination, and intimidation. It is the policy of SFS to comply with all applicable employment laws and regulations and to provide equal opportunity for all qualified persons and to not discriminate against any employee or applicant for employment because of race, color, religion, sex, age, national origin, disability, pregnancy, sexual orientation, veteran status, gender identity or expression, change of sex, and/or transgender status or any protected status. Candidates must possess authorization to work in the United States. This policy applies to recruitment and placement, promotion, training, transfer, retention, rate of pay and all other terms and conditions of employment. Employment and promotion decisions will be based solely on merit, ability, achievement, experience, conduct and other legitimate business reasons.

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