Status

Exempt

General Summary

The Escalated Case Administration Manager oversees the Escalated Case Administration team and ensures the timely, accurate handling of complex customer cases. Working closely with Escalated Case Representatives, the Escalated Case Coordinator, and field technical teams, the role facilitates case processing, goodwill decisions, and other customer resolutions while providing recommendations on service-related issues.

Key responsibilities include managing claims and requests such as goodwill assistance, Better Business Bureau directives, Attorney General inquiries, and reimbursement requests. The manager must maintain knowledge of state regulations affecting customer service operations and may represent the organization in arbitration or legal proceedings when needed.

Additionally, the role directs the tracking and disposition of reacquired vehicles and plays a critical role in improving customer and dealer satisfaction, strengthening owner retention, and supporting overall organizational success.

Essential Duties and Responsibilities

Priority One - 40%

Coordinate and facilitate the administration and documentation of all escalated customer cases.

Priority Two - 20%

Manage the response to BBB and/or state arbitration requests, final repair notices, Motor Vehicle Defect notices, Regional Management requests, etc.

Priority Three - 20%

Works in conjunction with Field Technical Manager to review records submitted by DPSMs/RPSMs to ensure quality and expedient assessments. Works with Management to improve processes to streamline repairs and information dissemination among field and corporate personnel.

Priority Four - 10%

Works with Field Technical Managers, RPSMs and DPSMs to review and assess Dealer compliance with Service Alert, Techline, and other state/federal mandated requirements, to improve the repair process.

Priority Five - 10%

Develops and integrates effective monitoring tools to track vehicle quality and performance issues.

Personally Performed Duties

• Daily management of processes to respond to customer correspondence, final repair notices/Motor Vehicle Defect Notices, correspondence to KMA Executives, and other outside communications in a timely manner by ensuring proper workflow escalation and handling. This includes case creation in Clarify and case assignment to the appropriate team member.
• Manage the administration of certain customer claims.
• Coordinate with Field Technical Managers, RPSMs and DPSMs to review and assess Dealer compliance with Service Alert, Techline, and other state/federal mandated requirements, to improve the vehicle repair process at dealers.
• Provide general root-cause assessment of dealership service, specifically as it relates to service process failures, and assist in the development of corrective action.
• Develop effective monitoring tools to track customer handling and vehicle repair trends.
• Direct the development and implementation of any ad hoc projects/reports as requested by management to support departmental goals
• Maintain 100% completion of Kia University training requirements, as dictated by National Consumer Affairs Manager and ensure team is 100% trained.
• Occasional travel may be required domestically and/or internationally.
• The position is required to work varying shift(s) as needed to support assigned dealerships/Districts/Regions

Qualifications/Education

• Bachelor's degree required
• Minimum 5 years' management responsibility

Job Requirement

Overall Related Experience:

• A minimum of four years' automotive industry experience preferred.

Directly Related Experience:

• Minimum two years' claims handling experience

Specialized Skills and Knowledge Required

• Demonstrated good judgment and initiative essential.
• Collaboration and team orientation and follow-through skills essential.
• Knowledge of the various state/federal requirements covering vehicle and customer service.
• Strong written and oral communication
• Detail-oriented with excellent analytical and critical-thinking skills
• Knowledge and skill planning, training, motivation, implementation and management.
• Demonstrated consumer contact skills.
• Highly motivated team player spirit and attitude.
• Excellent written and oral skills
• MS Office proficiency (Word, Excel, PowerPoint).

Competencies

• Care for People
• Chase Excellence Every Day
• Dare to Push Boundaries
• Empower People to Act
• Move Further Together

Pay Range

$89,936.24 - $121,409.23

Pay will be based on several variables that are unique to each candidate, including but not limited to, job-related skills, experience, relevant education or training, etc.

Employment Type