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Escalated Case Administrator in Irvine, CA at Kia Motors America

Date Posted: 4/2/2018

Job Snapshot

Job Description

The role of the Escalated Case Administrator is to administer goodwill and legal case processing activities. The position works with customers, attorneys, Better Business Bureau (BBB), Attorneys General, and others in negotiation of goodwill and facilitation of legal settlements.
The Escalated Case Administrator works in unison with the other members of the accountability team to ensure goodwill and other decisions are made expeditiously and are appropriately determined.
The Escalated Case Administrator is responsible for the accurate and efficient processing of all legal documents, including (but not limited to) goodwill, lawsuits, Better Business Bureau directives, Attorney General demands, reimbursement requests, and repurchase transactions.
The position maintains awareness of state Lemon Law requirements and other legal factors that impact the assigned Dealers/States, and provides guidance to other team members in correct application of those guidelines.
The position is responsible for ensuring appropriate and expeditious disposal of repurchased vehicles.
This position significantly impacts and contributes to the organization through increased owner retention and improved customer/dealer satisfaction, while reducing vehicle repurchase expenses. In addition, it provides important product quality data to company management.

Position is located in Irvine, CA - Corp HQ

  • Administer and document all customer cases that require processing of goodwill requests, repurchase requests, replacement vehicle requests, and other cases, while following established department procedures. Thorough understanding of Kia’s options in a given circumstance and using independent judgment to evaluate and determine appropriate ways to resolve customer issues and claims.  Comply with legal requirements related to cases and negotiate agreements that fall within the purview of Kia’s legal responsibility. Make judgments to determine appropriate action within authority level, depending on the facts of a particular case and other factors. 
  • Negotiate, consolidate, analyze, and respond to legal, BBB and/or state arbitration requests, final repair notices, Motor Vehicle Defect notices, Regional Management requests, and other similar types of requests.
  • Requests Repurchase Analysis Forms from field teams to review and identify possible process failures or other performance opportunities and determine appropriate corrective action. 
  • Works with management to identify and report Dealer compliance with Service Alert, Techline, and Lemon Law requirements to improve the repair process.
  • Monitor trends and issues in an effort to predict, intercept, and prevent future potential escalation of cases. Work with Escalated Case Administration Manager to compile information and identify areas of risk and improvement.

  • Bachelor’s degree or equivalent work experience required
  • Management experience preferred
  • 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
  • May need to work additional hours outside of normal business hours as required by the job, including weekends or holidays
  • Perform other duties as assigned
Overall Related Experience:
  • Automotive industry experience preferred
  • Minimum 3+ year’s analytical and administrative support experience
Directly Related Experience:
  • Minimum 2 years’ experience within a customer support environment
  • Legal experience preferred

  • Excellent oral and written communication skills
  • Well-organized, with ability to complete projects as assigned
  • Proficient with Microsoft Office products (Word, Excel, PowerPoint, Outlook)
  • Minimum 50+ wpm typing skills

Kia Motors America offers an environment where we place a strong focus on our customer, embrace challenges and work collaboratively.  If you’re looking for this type of a dynamic company, then Kia Motors America should be in your consideration for employment opportunities. Based in one of the nation's most desirable communities in Southern California. Our outstanding benefits package includes 100% paid health insurance, 401(k) plan, plus much more. EOE M/F/D/V. For more information about Kia, please visit our website at or


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