Senior Group Manager, Customer Claims

WORK MODEL

WHAT YOU WILL DO

• The Sr. Group Manager, Customer Claims’ primary responsibility is managing TFT enhanced processes related to customer safety and product liability claims. The Sr. Group Manager, Customer Claims, will serve under the direction of the North America Safety Office but will collaborate with various other departments to establish consistency with policies, procedures, and protocols, and to track and monitor trends in alleged vehicle defects. An efficient, expeditious, and customer-driven approach to claim resolution will be required to ensure customer satisfaction and retention, and the avoidance of litigation. 

HOW YOU WILL MAKE AN IMPACT

• Develop, maintain, and strengthen the processes and procedures for TFT members.
• Investigate and analyze customer safety and product liability claims and quickly resolve them.
• Collaborate with NASO and Legal Department on review of complex safety and product liability claims.
• Provide training and process development support to TFT members.
• Foster a high energy, high performing team environment with exemplary customer service standards.
• Review TFT member performance and track claims through the resolution process.
• Implement proper controls to monitor performance and service levels.
• Regularly communicate and distribute key performance metrics, dashboards and reports.
• Serve as an escalation point to address any unresolved customer concerns.
• Lead regularly scheduled staff case management meetings.
• Prepare regular reporting of case activity on a weekly and monthly basis.
• Through effective case management, provide comprehensive analysis and assessments that will result in a customer action plan.
• Work expeditiously toward the resolution of customer claims.
• Secure necessary information (i.e., technical reports, warranty history, warranty policies, repair orders etc.) in the investigation of customer claims.
• Work collaboratively with NASO, the national office, regional office, legal department, and engineering.
• Comply with data collection, safekeeping of case documents and reporting in accordance with company policies and federal Tread Act.
• Ensure customer settlement payments are issued in a timely and accurate manner.
• Prepare reports on customer complaint trends.
• Coach, counsel, and develop staff while managing resources and budgets.
• Approve goodwill and vehicle repurchase recommendations with Legal.
• Assign caseloads to TFT members

WHAT YOU WILL BRING TO THE ROLE

• Must be a high school graduate.
• Bachelor’s degree required.
• Ten or more years of experience in similar field.
• Familiar with lemon law and state regulatory statutes.
• Three years of supervisory experience a plus.
• Strong analytical skills.
• Excellent written and oral communication skills.
• Strong customer handling skills.
• Works well independently and in a group setting.
• High degree of proficiency in Microsoft Office (Excel, Word, Power Point, Access, QMF).

WHAT HYUNDAI CAN OFFER YOU

• Compensation Range: $149,800 - $214,000 annual base salary
• Monthly Hyundai/Genesis vehicle lease allowance (including insurance and maintenance)
• Holiday Pay - the company shuts down with pay between Christmas and New Years.
• Vacation and sick time off
• Healthcare insurance (medical, dental, and vision)
• 401(K) company match
• Additional 401(K) Employer Enhanced Contribution program – eligible after 1 year of employment, in addition to the regular employer matching contribution
• Basic life insurance, short- and long-term disability
• Mental health, wellbeing, and employee assistance program
• Health advocate (coordinate care and services, assistance with claim and billing issues, understanding Hyundai benefits)

WHAT HAPPENS NEXT

Express your interest by submitting an application. Once your application is received, our recruiting team will review your application to see if you meet the basic and preferred qualifications listed on the job description. For more information on our hiring process please visit our How We Hire page.

OTHER DETAILS

• Physical requirements: Normal office duties