Collections and Remarketing Quality & Training Administrator

About Us:

Who is Mercedes-Benz Financial Services?
Mercedes-Benz Financial Services, part of the global company Mercedes-Benz Mobility AG is the captive financing and mobility solutions company of the global luxury automobile manufacturer, Mercedes-Benz AG. We offer a comprehensive range of automotive financial and insurance products that make it easy for our customers to drive their dream Mercedes-Benz vehicle.

Why work at Mercedes-Benz Financial Services?
Working at Mercedes-Benz Financial Services is more than a job – it’s an opportunity to join an innovative team where you are valued for your contributions. As an employee, you will experience career development in a positive, employee-centric environment. We’re a global company that not only offers best-in-class products to our customers but also best-in-class benefits to our employees. Our employees experience a comfortable, friendly environment and relaxed, inclusive culture.

Benefits

When working at Mercedes-Benz Financial Services, you will enjoy a comprehensive and amenity-rich benefits package offering something for every employee at each stage of their life.

As a new employee, you will have the opportunity to take advantage of the following benefits that go beyond – beginning day one:

Get Rewarded! Competitive salary plus an annual bonus based on company performance and/or personal yearly performance

Need a vacation? How about just some time for YOU! In addition to our vacation time, you’ll receive fifteen (15) additional corporate holidays, which will allow you to celebrate religious holidays or escape to the spa! Designed to be flexible, we let you decide which days are most important to you!

Ride in Style - All employees are eligible to participate in the Mercedes-Benz Employee Lease Program

We want you to be healthy! Outstanding medical, dental, and vision insurance, employer-paid short and long term disability plus on-site exercise facilities

Is your family growing? Enjoy generous paid Family Leave Programs - Six Weeks for New Parents; Adoption Expense Reimbursement Programs - up to $6k per child

Want to go back to school? Tuition Assistance Scholar Program - receive up to $8k in vouchers to complete business-related coursework

• $6k for undergraduate
• $8k for graduate

Job Overview:

The Collections and Remarketing Quality / Training Administrator will support the training and quality strategies for Collections and Remarketing, including our external vendor partner. They will maximize the effectiveness and quality of service through the evaluation of customer calls. In addition to supporting the training needs of the department through the development and facilitation of training material in partnership with department leaders and Subject Matter Experts.

Responsibilities:

• Knowledge Management – Capture and document the collective knowledge of the organization necessary for Collections and Remarketing employees, including our outsource vendor partner, to provide CustomerONE service in compliance with internal and external requirements. Manage and maintain the Collections and Remarketing content of the organization’s Knowledge Management systems to ensure alignment across all platforms, including leveraging user feedback to improve content. Support the sharing of organizational knowledge across the department. (25%)
• Training Content Development/Delivery - Support the development and facilitation of new hire training and continuing education for all Collections and Remarketing functions, including our outsource vendor partner, by working with the appropriate subject matter experts and managers to develop and deliver customized training modules. This may include occasional travel to the vendor site. (25%)
• Training Program Governance – Maintain training requirements for Collections and Remarketing job functions, and track completion of required training. (10%)
• Call Quality Monitoring – conduct call evaluations and provide feedback/coaching to drive improvements to call quality. Identify trends including training opportunities and gaps through call monitoring. (25%)
• Calibration of Quality Expectations – Coordinate and facilitate calibration sessions to ensure consistent quality expectations across the Operations and Vendor leadership teams. (15%)

Qualifications:

Applicants must be legally authorized to work in the U.S. at the time of application. Relocation assistance will not be provided for this position.
This position requires a minimum of 2 years of overall work experience. Preferred experience includes:

• Business-General: 2 years
• Collections: 1 year
• Customer Service: 1 year
• Remarketing: 1 year

Education:
High School Diploma/(GED) is required, Bachelor's Degree is preferred.

Additional Knowledge:

• 1 year of previous SME (Subject Matter Expert), leadership, call quality analyst and/or training & facilitation experience preferred.
• 1 year of frontline Collections, Remarketing, or Customer Service experience pref
  
  Skills:
• Analytical skills:
  • Ability to integrate information from a variety of sources with varied levels of complexity
• Facilitation skills
• PC skills
  • Microsoft Office
• Problem Solving skiils

Additional Skills:

• Minimum of 1 year experience with creating engaging training material, facilitating training and / or completing call quality scorecards preferred.

  
  2 years of frontline phone experience preferred.

Recommended Prerequisites:

• Operations positions in Client Services, Collections or Remarketing such as a Quality Analyst; Trainer; Team Leader; Subject Matter Expert; Training and/or Call Quality Analyst

Posting Statement

If you were not re-directed successfully after clicking the “Apply for this job” button, please click the following link to search and apply for the role on the local career portal: https://daimler.taleo.net/careersection/ex/jobsearch.ftl

Mercedes-Benz Financial Services offers competitive salary, performance-based bonuses and a full suite of benefits including 401(K) with match, generous vacation and personal time, a Mercedes-Benz car program as well as flexible work arrangements.

EEO/Minorities/Females/Disabled/Vets

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