Vacancy Details

tl Client Care Regulatory Specialist tr
bl br
Location: USA - Ann Arbour
Department: Commercial
Vacancy Type: Permanent - New
Reference: 1455

Duties /Responsibilities (Including Objectives of the role):

Job summary:
The Client Care and Regulatory Specialist will work with Lotus staff and Lotus Dealerships with the purpose of reducing the number of vehicles that Lotus buys back from customers.  They will work independently with dealers and customers with the support of the warranty staff to understand the issues driving individual and collective buy back volume. Their performance will contribute in the reduction of the overall cost of buybacks by reducing the number of vehicles that reach the stage where the vehicle must be bought back by Lotus. They will also manage dealer contractual issues as well as regulatory and licensing issues for Lotus Cars USA.
Main duties:
  • Primary point of contact receiving any communication/inquiries relating to Lemon Law litigation, Lotus Cars USA Regulatory and Licensing items and Dealer Contractual issues
  • Resolving issues/concerns from Lotus customers via phone calls, emails, letters, legal correspondence, inquiries sent through the customer services department
  • Collaborate with customers, dealership aftersales personnel and Regional Field Service Engineers to resolve customer concerns
  • Compile data from warranty information and dealer repair orders and collaborate with appropriate departments as needed in the event of any Lemon Law litigation
  • Develop and execute the company's buyback prevention Process Improvement methodology in selected dealerships
  • Target and create action plans to prevent the buyback of specific customer vehicles at assigned dealers
  • Develop credibility and a consultative relationship with assigned dealers
  • Articulate and document specific action items to be part of an overall goal achievement action plan
  • Liaise with all stakeholders regarding customer buy back vehicles, i.e. customers, dealers, Lotus Cars head office and Lawyers
  • To spot trends and triggers in order to prevent any Lemon Law cars by adopting a proactive approach
  • Be responsible for dealer contracts and associated state licences
  • Follow-up with dealers as assigned to facilitate action plan completion and goal achievement
  • Meet or exceed dealership and market performance improvement objectives
  • Performs other duties as assigned

Qualifications and Experience (Essential & Desirable criteria):

  • Degree educated or equivalent 
  • Consumer affairs, paralegal or legal claims experience
  • Lemon Law knowledge is essential
  • Strong analytical, verbal and written skills
  • Excellent organizational skills with a keen attention to detail
  • Ability to handle cases within a set time frame to meet compliance
  • Experience with facilitating the resolution of escalated or sensitive consumer complaints
  • Professional and ethical conduct
  • Team player, dependable and reliable
  • Must be able to travel to dealership sites if/when required
  • Law, Business, Automotive Management, Industrial Engineering or related field would be preferred
  • 3-5 years’ experience in an automotive environment with customer/retailer interaction preferred
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