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Nissan Motor Corporation · 6 hours ago

Recovery, Operations and Correspondence Analyst

Murfreesboro, TN

Full-time

Onsite

Entry Level

2+ years exp

Nissan Motor Corporation is seeking a Recovery, Operations and Correspondence Analyst to manage day-to-day operations related to Consumer Affairs, Dispute Resolution, and Legal teams. The role involves evaluating incoming requests, performing audits, managing vendor disbursements, and collaborating with various departments to ensure efficient operations.

AutomotiveCustomer ServiceManufacturingSalesTransportation

No H1B

Responsibilities

Evaluates all incoming requests from attorneys, state regulatory agencies, dealers, and customers in reference to alleged Lemon Law / Breach of Warranty issues, and product related questions or concerns

Receives, audits, and processes all incoming Consumer Affairs (Level 1 and Level 2) and Arbitration goodwill requests. Ensure each request does not put NNA in risk of Lemon Law implications. Analyze process for related improvements including SOPs

Responsible for daily and monthly budget tracking and providing analysis for each GW tool and communicate current trends to Sr. Manager and Director. Produces and distributes related weekly reports for Correspondence/Goodwill functions

Manages vendor(s) to ensure proper and timely disbursements are made to the customer. Handle customer escalations to resolve concerns when issues arise

Audits SAP file and Salesforce for all Consumer Affairs, Dispute Resolution and Legal Buyback checks received from accounting weekly to ensure they are distributed to the correct entities and within state mandated deadlines. Weekly check requests average $1.8M

Maintains accounting transactions for Consumer Affairs, Dispute Resolution and Legal teams, which include stop payments, voided checks, check traces and weekly bank deposits for recovery funds received. Works with NNA Accounting to reconcile accounts; review, investigate and correct errors regarding NNA checks

Works cross functionally with various NNA departments (Engineering, Parts Return, Legal, Recalls, Product Suggestions, NESNA, NMAC, Subrogation claims) that interact with Consumer Affairs to ensure all incoming customer escalations are received by the accurate entity for immediate response

Conducts new hire training and best practices presentations to all new Consumer Affairs and Dispute Resolution employees regarding Goodwill and Correspondence requests in Salesforce

Interfaces with dealership personnel and regional staff to audit and approve warranty claims

Collaborates with NESNA on VSC Cancellations to ensure proper cancelation of policies and recover funds on all applicable CBB vehicles

Qualification

Analytical ability/Advanced ExcelCustomer escalation processesVerbal communicationOrganizational skillsIndependent decision-makingComputer systems knowledgePowerPointAttention to detailProblem-solving skillsTime management skillsStrategic thinkingWritten communication

Required

Education: Bachelor's degree is required

Years of Experience: Two more years directly related to customer handling, call center, and customer escalation processes

Job Knowledge & Skills: Intermediate computer systems knowledge, analytical ability, strong verbal and written communication skills and strong organizational skills to effectively interface with internal and external departments

Independent decision-making and strategic thinking

Must have excellent time management skills and the ability to successfully manage multiple projects simultaneously

Attention to detail and problem-solving skills required

Computer Skills: Intermediate/Advanced knowledge of Microsoft Professional Suite, with emphasis in Excel and Power Point

Ability to perform work onsite at Murfreesboro, TN