Specialist, Mediation and Alternative Dispute Resolution

Join the Mitsubishi Motors North America (MMNA) Team!  

Summary of Role:

The Specialist, Mediation and Alternative Dispute Resolution, is a key member of the team supporting customer handling and retention. The person in this role will manage arbitration and alternative dispute resolution with respect to customer claims, primarily in warranty/lemon law.  They will support the overall objective of ensuring a positive customer experience, with the goal of retaining the customer while reducing litigation volume. They will also manage costs and resolve claims expeditiously and strategically to support the customer journey while maintaining appropriate budgeting. 

Responsibilities:

Mediation and Alternative Dispute Resolution

• Manage MMNA’s mediation and alternative dispute strategies in claims of simple to moderate complexity, enhancing the customer experience and customer retention, while complying with all related laws.
• Ensure timely responses to third party arbitration cases, alternative dispute resolution, small claims lawsuits, and attorney & consumer demands, reducing the Legal Department’s lemon law litigation docket/volume.
• Negotiate vehicle replacement, repurchase, and settlement transactions with customers to ensure optimal outcomes for the customer and MMNA, retaining the customer whenever possible, while also following state legal requirements.
• Prepare the appropriate settlement documentation for approval and manufacturer costs. Ensure all required legal documents and disclosures are correct and complete.
• Direct arbitration strategies to include: case investigation, preparation, presentation, and compliance with mandated deadlines and arbitration. Prepare for all oral hearings and presentations. 
• Reconcile and audit third party arbitration and vehicle surrender billings for cases under direct responsibility for accuracy.

Customer Experience, Training and Support

• Act as a resource for Region staff and other stakeholders to provide information on compliance with applicable state and federal lemon laws.
• Evaluate customer claims and issues pre-arbitration and guide Region staff towards resolutions with the customer whenever possible.
• Partner with the Legal Department to provide lemon law and alternative dispute resolution/negotiation training to Region staff and other key stakeholders.
• Assist Customer Connections, Region staff and dealer partners in the resolution of customer concerns of simple to moderate complexity early in the process, to improve retention and the overall customer experience.
• Assist with Customer Connections cases as needed.
• Analyze, compile, and report out on Region, dealer, vehicle, and other trends related to arbitration and alternative dispute resolution cases. Provide “Voice of Customer” information to other customer experience stakeholders within the Company, including Marketing, Technical Compliance, CX and Regions. 
• Perform other duties as assigned.

Required Qualifications:

• 5+ years of professional-level wholesale or retail automotive service experience OR 5+ years escalated/advanced customer case or legal case handling experience.
• BS/BA or equivalent combination of education and experience in a related field.

Profile Differentiators: 

• 1+ years of experience as a District Parts and Service Manager, retail vehicle dealership service manager, “lemon law” specialist at an automotive wholesale company or equivalent position.
• Paralegal and/or arbitration experience with an emphasis on compliance and negotiating appropriate settlements with customers and/or attorneys.
• AA/AS Automobile/Industrial Technology, ASE or equivalent combination of education/experience.
• Conflict management or diffusion of anger training.

Pay Transparency: 

The base salary for this position ranges between $28.00 to $32.00 an hour. The base salary will be based on a number of factors including the role offered, the individual's job-related knowledge, skills, and qualifications. In addition to base salary, we are proud to offer a comprehensive and competitive benefits package for all eligible employees which also includes 401k with company match, Mitsubishi Lease Program, and a full range of medical, financial, and other perks and benefits.

Perks and Benefits:

• Family First: Enjoy comprehensive healthcare coverage, including medical, dental, and vision plans.
• Be a Proud Mitsubishi Ambassador: Take advantage of our Discounted Employee Lease Car program, covering insurance, maintenance, and registration fees, with no down payment or credit check required.
• Secure Your Future: Benefit from our 401(k) with Company match and annual contributions based on years of service.
• Fuel Your Growth: Access professional development opportunities, including training, tuition reimbursement, and employee resource groups.
• Take Time for Yourself: Enjoy up to 30 days of paid time off, including holidays, vacation, and other leave options.
• Hybrid Working Environment: Experience the perfect balance of remote and in-office work (~2 days remote, 3 days in-office) at our modern office, located in the vibrant Franklin, TN area.
• Thrive in an Open Environment: Experience our collaborative workspace where ideas flow freely.

The MMC Way:

Our values form the foundation of everything we do. At Mitsubishi Motors, we are committed to a set of core principles that guide our actions, decisions, and interactions. Our values reflect who we are as a company, how we collaborate, and the impact we aspire to make. These values are what we call the MMC Way:

• Think of Our Customers, Strengthen Trust
• Enrich Society
• Welcome All Facts, Share Difficult News First
• Conduct and Challenge Yourself Professionally
• Respect All, Work as a Broader Team

Diversity and How to Apply:

At MMNA, we embrace the strength that diverse perspectives and experiences bring to our team. Our application process is designed to champion inclusion and equity. We're on the lookout for the ideal fit for each role, valuing skills and experiences over traditional education or specific company backgrounds. Feel encouraged to apply, even if your profile doesn't precisely match the job description. We invite you to delve into a few thought-provoking questions in our application, offering you the opportunity to showcase your unique talents and insights right from the start.

Once you've submitted your application, expect to hear from us within 7 business days. We're committed to keeping you informed about the status of your application, ensuring transparency and open communication throughout the process. We understand that perfection is a journey, and if you ever have questions about your application or the process itself, don't hesitate to reach out to your recruiter. 

Mitsubishi Motors is proud to be an equal-opportunity employer, excited about collaborating with talented individuals of all identities. We do not discriminate based on identity, aligning with our commitment to fostering a diverse workplace. Our code of conduct serves as a guiding light for the company we aspire to be, celebrating our differences as the driving force behind a product that serves a global user base. 

We welcome applications from individuals with disabilities and is prepared to provide reasonable accommodations. If you require such accommodations for the job application or interview process, please email mmna-talent_acquisition@na.mitsubishi-motors.com.

We hope you will join us on this journey where your dedication aligns with our values, creating an environment that fosters growth, collaboration, and meaningful contributions.

Click here to learn more about what it's like at MMNA!