NISSAN ECUADOR · 11 hours ago
Recovery, Operations and Correspondence Analyst
Murfreesboro, TN
Full-time
Onsite
Entry, Mid Level
2+ years expNissan is a company committed to shaping the future of mobility, and they are seeking a Recovery, Operations and Correspondence Analyst to manage day-to-day operations for Consumer Affairs, Dispute Resolution, and Legal teams. This role involves auditing requests, managing budgets, and collaborating cross-functionally to ensure timely resolutions to customer escalations.
Automotive
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
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
Benefits
Comprehensive Benefits Package
Medical
Mental health
Parental leave
Retirement savings
Unique Nissan perks
Discounts on lease vehicles as part of our Employee Lease Program
Vehicle Purchase Program (VPP)
Company
NISSAN ECUADOR
Somos una corporación automotriz en constante crecimiento, que trabaja con pasión, para ofrecer soluciones de movilidad inteligente, innovadoras y de calidad.
501-1000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase