Consumer Claims Analyst Position Overview
The Consumer Claims Analyst (CCA) resides and operates in the State of California and is involved in the daily claims handling process of Ford’s Customer Relationship Center (CRC) for California customers who contact Ford. The CCA job duties include, but are not limited to, evaluation of California consumers’ requests for relief pursuant to the California Lemon Law, otherwise known as the Song Beverly Warranty Act. The CCA will regularly interface with the California Lemon Law Evaluation Team (Southfield, MI), the Customer Care Team (Melbourne, FL), or other personnel as required in the process of independently reviewing and evaluating these requests, ultimately providing a recommendation as to individual claim resolution.
The CCA is also responsible for providing testimony at depositions and trial on Ford’s behalf regarding CRC processes, procedures, and case specific evaluations. The objective is to use 2
the knowledge and expertise of Ford’s Consumer Affairs operations and the Song Beverly Warranty Act to assist Ford in defending California Lemon Law cases.
Duties and Responsibilities
Assist Ford’s Office of the General Counsel (OGC) with California lawsuits by representing Ford mediations, depositions, mandatory settlement conferences, trials, and state arbitrations. Must also work with outside counsel(s) to prepare to represent Ford Motor Company in legal proceedings.
Review documentation provided by OGC/outside counsel as required for legal proceedings.
Represent Ford at Small Claims hearings alleging breach of warranty and/or product liability and communicate outcome of hearings to necessary individuals within Ford.
Proactively utilize customer satisfaction tools and resources necessary to handle claims.
Timely elevate matters as needed to facilitate proper handling and disposition.
Review Repurchase/Replacement Requests that do not appear to meet eligibility for relief under the law and provide feedback to the California Lemon Law Evaluation team (CA LL), the Customer Care Team (CCT), and to the Tier 3 team.
Participate in regularly scheduled conference calls with Customer Operations Manage responsible for the California region.
Support continuous improvement by conducting miscellaneous analysis when an opportunity for improved performance and achievement of the CCA goals is identified. Could include ongoing analysis to determine dealers and/or any other factors negatively impacting regional performance or workload.
Receive and respond to CCT, CA LL, and Tier 3 escalations through the Ford CRM application. This includes acknowledgement of the escalation, review of the issue/details and execution of the required action or confirmation.
Participate in monthly Region/Market organizational meetings.
Travel required: o 35% of time spent in home office and 65% of time spent traveling to commute to appearances (majority of travel is local to the home region)
o CCA will use personal vehicle (reimbursed at 53.5 cents per mile) and other approved modes of transportation to travel
Need flexibility to put in overtime when needed, to complete the responsibilities above
Bachelor’s Degree or equivalent work experience required.
2 or more years of experience in legal claims or paralegal.
2 or more years of concern resolution experience and case management in the customer service industry preferred.
1 – 2 years of automotive experience a plus.
Ability to work independently.
Strong written and oral communication skills.
Ability to prioritize and manage a case workload.
Good disposition for concern resolution.
Excellent computer skills utilizing various Microsoft Office applications.
OtherMust be able to interact with all internal and external departments and contacts. Must represent Employer and Ford professionally with all clients and external organizations and contacts