What are the responsibilities and job description for the Field Administration Supervisor position at Kia America, Inc.?
At Kia, we’re creating award-winning products and redefining what value means in the automotive industry. It takes a special group of individuals to do what we do, and we do it together. Our culture is fast-paced, collaborative, and innovative. Our people thrive on thinking differently and challenging the status quo. We are creating something special here, a culture of learning and opportunity, where you can help Kia achieve big things and most importantly, feel passionate and connected to your work every day.
Kia provides team members with competitive benefits including premium paid medical, dental and vision coverage for you and your dependents, 401(k) plan matching of 100% up to 6% of the salary deferral, and paid time off. Kia also offers company lease and purchase programs, company-wide holiday shutdown, paid volunteer hours, and premium lifestyle amenities at our corporate campus in Irvine, California.
Status
Summary
The Customer Care Field Administration Supervisor is responsible for the supervision of the Customer Care Field Administration (CCFA) team members as they audit the funding of vehicle repurchase or replacement and goodwills negotiated by other Customer Care team members to ensure compliance with KUS Customer Care policies and procedures including compliance deadlines. In addition to working with KUS Customer Care team members, this position may interface directly with customers, dealerships, vendors, third party lien holders, KUS Finance and other internal KUS departments.
The Customer Care Field Administration Supervisor is also responsible for (1) the development of necessary training, including “best practice” documents, to streamline the successful onboarding of new team members on the CCFA team as well as others negotiating financial terms with customers and dealers and attorneys, (2) working with various teams to streamline and continue to automate processes, (3) providing one-on-one mentorship to team members as necessary, and (4) supervising the Kia Lifetime Fuel Economy Adjustment Program (FEAP).
The position significantly impacts and contributes to the organization through increased owner retention and improved customer/dealer satisfaction and minimization of unnecessary fiscal cost to KUS for non-compliance of any state or federal statutes.
Major Responsibilities
1st Priority - 50%
Supervise CCFA Analysts in their audit of vehicle repurchase, replacement and goodwill funding requests (including file review, updated payoff and daily per diem, and adherence to Kia Customer Care policies and procedures) to meet compliance deadlines & processing targets as well as any expense recovery requirements. Develop & administer training & best practice reference materials for the CCFA team as well as other Customer Care teams negotiating on behalf of KUS and provide one-on-one mentorship with CCFA team members as necessary.
2nd Priority - 20%
Supervise the validation of all supporting funding documents to submit to KUS Finance, as well as the timing & accurate distribution of checks to the appropriate contact for further handling (system logging, workgroup or vendor distribution, etc.) in accordance with Kia Customer Care policies & procedures.
3rd Priority - 10%
Collaborate with the Repurchase Inventory Analyst to support the timely disposal of repurchased vehicles in accordance with individual state laws as to title-branding and resale disclosure to maximize financial recovery based on reporting, analysis & action.
4th Priority - 10%
Supervise the administration of the Kia Lifetime Fuel Economy Adjustment Program (FEAP) including 800# phone support for customers & timely claim processing error review & adjudication.
5th Priority - 5%
Supervise the completion of all required KU Training for self and the team, support of other tasks and projects as assigned in a timely and complete fashion.
Education/Certification
- Bachelor’s degree or equivalent work experience required
Overall Experience
- Minimum 5 years experience within a customer support environment
- Minimum 3-5 years analytical and administrative support experience in automotive industry
- Experience working in a fast-paced dynamic work environment
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Supervisor/trainer experience is a plus
Directly Related Experience
- Knowledge of vehicle repurchase/replacement processes in accordance with state lemon laws and title branding/disclosure laws, with a minimum of 2 years’ direct experience in negotiating and effective vehicle repurchase/replacement and disposal.
Skills
Competencies
Pay Range
$72,328.00 - $96,837.51
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.
Equal Employment Opportunities
KUS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, ancestry, national origin, sex, including pregnancy and childbirth and related medical conditions, gender, gender identity, gender expression, age, legally protected physical disability or mental disability, legally protected medical condition, marital status, sexual orientation, family care or medical leave status, protected veteran or military status, genetic information or any other characteristic protected by applicable law. KUS complies with applicable law governing non-discrimination in employment in every location in which KUS has offices. The KUS EEO policy applies to all areas of employment, including recruitment, hiring, training, promotion, compensation, benefits, discipline, termination and all other privileges, terms and conditions of employment.
Disclaimer: The above information on this job description has been designed to indicate the general nature and level of work performed by employees within this classification and for this position. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
Salary : $72,328 - $96,838
