Consumer Relations Contractor

TRC has partnered with one of our clients withing the Automotive Industry looking to hire a Consumer Relations Contractor to join their team!

Position overview

The Consumer Relations Contractor role is a compliance-related position centered on supporting the PFS Compliance Management System (CMS) and focused on support of the Consumer Relations Team (CRT). The position will focus on various aspects of the CMS, including but not limited to, Training and Complaint Handling. The role will have a direct reporting relationship to the Consumer Relations Manager.

Monday-Friday 8am-5pm

Remote- in office twice a week!

Atlanta, GA

Roles & responsibilities

Consumer Relations Team (CRT) responsibilities

• Support the CRT with conducting research, providing documentation, and assisting responsible PFS Department with responses to all consumer complaints within closure target timelines.

• Assist with regular CRT reporting and calibration or training meetings.

• Manage updates and obtain management approval of CRT related documentation including but not limited to letters and response templates.

• Provide professional and courteous assistance in daily business interactions with both internal and external customers, dealers, vendors, and outside companies.

• Provide recommendations and action strategies to key business stakeholders.

• Perform other related work as assigned.

Qualifications

Education:

• Bachelors degree (preferred) or equivalent combination of education and financial services work related experience.

Experience:

• Minimum 1 year experience in financial services (automotive finance preferred)

• Minimum 2 years in customer service and/or collections experience with an emphasis on handling escalated customer calls preferred.

Skills:

• Commitment to excellence quality driven.

• Proficiency in SAI360, Complaint handling, and task management.

• Understanding of automotive financing principles, strategies, systems, and processes.

• Demonstrated research, deductive, problem solving and analytical skills.

• Conceptual thinking, negotiation, and persuasion skills.

• PC experience required, including Windows, and Microsoft Office.

• Demonstrated diplomacy and tact.

• Excellent oral and written communication skills, ability to seek out improvement ideas.

• Demonstrated ability to collaborate with multiple groups on multiple levels.

WORK ENVIRONMENT/PHYSICAL DEMANDS

• Employee work schedules are determined by business need, managed accordingly and communicated to staff.

• Position is based in Atlanta, GA.