POSITION:  Consumer Affairs Specialist – Complex Cases

LOCATION: Mahwah, NJ

Live the Exceptional With Soul.  This is the singular purpose of JLR. 

At the core of these experiences are the products themselves.  The JLR brands have undergone a dramatic transformation over the past years. 

JLR is reimagining the future of modern luxury by design through our distinct British brands. Our purpose is to ‘Live the Exceptional with Soul’ by being the proud creators of modern luxury and being guided by a set of behaviors we call our Creators’ Code: Customer Love; Unity; Integrity; Growth; Impact.

At JLR, we are passionate about our people. They are at the heart of our business. We are committed to fostering a diverse, inclusive culture that is representative of our global customers and the society in which we live; a culture in which every one of our employees can bring their authentic self to work and reach their full potential.

Reporting to the Consumer Affairs Senior Specialist, the successful candidate evaluates, responds to, and settles / defends more complex claims from customers, attorneys or third parties. This position requires advanced negotiation skills and process mastery, and supports efforts to maintain and improve customer satisfaction, owner retention, JLR image, and decreases litigation exposure.

What you will be doing:

• Gathering all supporting information to evaluate complex vehicle repurchase claims and investigate events, as required
• Leading complex negotiations with attorneys, and clients
• Mentoring and training Consumer Affairs Specialists in their professional development
• Representing Consumer Affairs and contributing to cross-functional meetings and key strategic projects, including Salesforce, and other systems and process enhancements
• Evaluating vehicle service history against consumer protection statutes.
• Discussing evaluations with Lead Specialist for case resolution, where applicable
• Ensuring timely response to all communications from customers, attorneys and other partners.
• Finalizing timely settlements with customers, attorneys and retailers.
• Initiate settlement process and coordinate related transactions.
• Performing other duties as required

What you will need:

• Bachelor’s Degree or equivalent work experience
• Extensive familiarity with Lemon Law vehicle repurchase processes, legal terms and processes preferred
• Minimum 3-5 years of experience in automotive environment with customer/retailer interaction preferred
• Demonstrated commitment to customer service
• Excellent presentation skills and strong analytical, verbal, and written skills
• Fast-paced work ethic with extensive work capacity with the ability to work under pressure and meet firm deadlines while consistently delivering a high standard of work
• Ability to work on several projects at once with multiple cross-functional teams
• Strong knowledge of MS Office applications, Adobe Acrobat

Schedule:  Hybrid Ways of Working (Monday, Tuesday, Thursday - office days; Wednesday and Friday - choice days)

Base pay offered may vary depending on multiple individualized components, including location, skills, experience, and market factors. The total compensation package for this position may also include other elements, including a target bonus in addition to a full range of medical/health, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick/personal, and parental leave). Details of participation in these benefit plans will be provided if an employee receives an offer of employment. If hired, employees will be in an “at-will position”.

So Why Us?

• As a people-first company, working at JLR means opportunity, teamwork, and growth. That’s why working here is so much more than a job.
• Be part of an international, inclusive, and open-minded company
• Global Bonus Program based on company performance
• You are never just a number. We take pride in taking care of our employees doing everything we can to make sure that our teammates thrive both in and out of the office.
• Our employees receive a generous time off policy
• We offer a discounted Vehicle Car Program
• Employees also receive generous health care and retirement plans
• Quarterly Chair Massages
• Maternity/Paternity Leave
• Complimentary lunch 
• And more!

Thank you for your interest in working for us, we love it here and think you will too!

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

JLR North America, LLC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, genetic information, or any other characteristic protected by law. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, compensation, and training.

#WEAREJLR