Sr. Customer Advocacy Specialist (Finance)

LOVE. It's what makes Subaru, Subaru®. As a leading auto brand in the US, we strive to be More Than a Car Company®. Subaru believes in being a positive force in the communities in which we live and work, not just with donations but with actions that set an example for others to follow. That's what we call our Subaru Love Promise®.

Summary

Responds to all claims from consumer advocacy groups (Better Business Bureau [BBB], Attorney General's office, etc.). Resolves the most difficult and financially exposed customer's contacts including, but not limited to, Lemon Law cases, arbitration, fines, sub litigations, and product liabilities.

Primary Responsibilities

Must be able to perform all of these:

• Analyzes findings and seeks guidance of Legal Department when needed.
• Responds to all claims from consumer advocacy groups, governmental agencies, and arbitration mechanisms (such as Better Business Bureau [BBB] and Attorney General's office). Produces written responses to arbitration requests. Develops arbitration strategy after thorough investigation and research. Seeks expert's opinion and/or witness if necessary. Prepares Regional personnel for arbitration and attends arbitration when appropriate.
• Researches and investigates complaints, analyzes risk of corporate exposure, and formulates a plan of action.
• Demonstrates superior negotiation ability with customer, retailer, and/or attorney.
• Calculates the cost of resolution options not limited to vehicle repurchase and/or settlement. Coordinates repurchases, completes necessary documentation for vehicle transfer including title branding, and locates replacement vehicles. Communicates with Subaru of America (SOA), distributers, Regions, retailers, Field staff, federal and state agencies, attorneys, etc. Analyzes case resolution to determine financial accountability and advises relevant parties. Works in conjunction with vendor partner to ensure proper and timely completion of vehicle surrender process.
• Provides guidance to Customer Advocates, retailers, and Field staff regarding highly sensitive customer issues.

Additional Responsibilities

• Assists Customer Advocacy Manager with escalated contacts.
• Provides coverage for Sr. Customer Advocacy Specialists as needed i.e. vacation, leave, sick time coverage.
• Stays current with industry consumer protection guidelines.
• Performs special projects as assigned.

Required Skills and Abilities

• Some experience working with consumers, preferably at contact center or automotive retail level.
• Outstanding customer service and negotiation skills. Demonstrated ability to live out our Love Promise.
• Ability to accommodate a flexible work schedule as business needs allow.
• Strong understanding of vehicle sales process and mathematical calculations associated with repurchase, replacement, and/or settlement options.
• Thorough understanding of Subaru products and services and a focus on improving the customer's overall experience.
• Ability to work with potentially volatile situations involving high dollar amounts.
• Experience with Lemon Laws preferred.
• Ability to assess risk, make timely decisions, and maintain a solution-oriented approach when demands are high.
• Ability to take action in solving problems while exhibiting good judgment and a realistic understanding of issues; ability to use reason, review facts, and weigh options.
• Ability to work with all levels to provide quality feedback to Advocate and management levels, as well as attorneys, consumer advocacy groups, and Attorney General's offices.
• Strong analytical skills.
• High attention to details and ability to ensure accuracy in documentation and data.
• Strong organizational skills.
• Excellent verbal, written, and interpersonal skills. Ability to clearly present information through the spoken or written word.
• Previous experience as Subaru of America (SOA) Customer Advocate preferred.

EDUCATION/EXPERIENCE REQUIREMENTS: 4-Year College Degree (BA, BS) or 6 -8 years equivalent work experience in lieu of degree.

WORK ENVIRONMENT:

• Hybrid work schedule- 2 days remote after 180 days onboarding
• Contact Center environment
• Frequent use of headset
• Prolonged sitting at desk and working on computer
• Sedentary position for large part of the workday
• Fast paced

COMPENSATION: The recruiting base salary range for this full-time position is $67,900 - $75,000year. Within the range, individual pay is determined by factors, including job-related skills, experience, and relevant education or training. (Internal Job Grade: P2).