Legal Analyst

Company: Percepta
Location: Dearborn
Posted on: September 23, 2022

Job Description:

Position Summary

The Legal Analyst is responsible for investigating and resolving legal claims in a timely and professional manner. The Legal Analyst is responsible for communicating with customers and dealerships via phone and written communication. The Legal Analyst is responsible for learning and executing the complete product liability handling process and meet expected customer service levels and business performance goals.

Duties and Responsibilities

Consumer Litigation and Claims


--- In consultation, with a corporate attorney, responsible for resolving legal claims from investigation to completion in a timely and professional manner


--- Responsible for contacting customers, dealerships, and other entities to investigate and respond to the claim


--- Responsible for coordinating vehicle inspections with customers, dealerships, and field operations


--- Close the Legal claim after appropriate investigation and a final decision reached with management


--- Proactively handle pre-litigation matters to best serve the customer while also protecting the Company


--- Establish and maintain a strong working relationship with facing Region(s) and other business divisions


--- Communicate timely, professional, and grammatically correct responses to customers and dealer personnel


--- Portray a knowledgeable and courteous impression to customers and dealer personnel


--- Handle challenging calls and emails while avoiding escalation whenever possible


--- Continuously improve call handling skills, system knowledge, legal analysis, and communication skills, thus, enhancing customer satisfaction and service level results


--- Identify and relay areas for improvement within the program to management


--- Be responsive to and execute process improvement/enhancement programs


--- Document each claimed contact in the appropriate system and create/maintain all contact communications in an electronic case file


--- Electronically file the matter for long-term retention


--- Generate dealership payment codes for repairs and other costs


--- Negotiate and resolve settlement offers and payouts


--- Identify vehicle issue trends and report them to management, Design Analysis Engineers, and Automotive Safety Office for specific recalls and other safety measures


--- Utilize applicable law when assessing claims for review


--- Prepare and present cases for case assessment meetings before management, attorneys, and colleagues on a regular basis


--- Meet with management to provide input for process improvements, litigation prevention, and retaining customer loyalty


--- Coordinate vehicle buybacks between a dealership, Ford RAV, and the customer for re-acquired vehicle processing


--- Utilize the following systems for case review and processing: GCCT, FMMS, G-Camp, AWS, OASIS, ESP, GCQIS, Morley RAV Portal.



Work Environment and Personnel Development


--- Support and sustain a positive work environment that fosters team performance through own work and behavior


--- Be receptive to performance feedback and work on improving your own skills


--- Help identify and resolve conflicts with sensitivity and tact



Miscellaneous


--- Work on activities and projects as requested by the Manager



Education


--- College Degree required

Experience


--- Minimum twelve (12) months experience in customer service; phone customer service experience.


--- Minimum 1-year Paralegal experience


--- Claim adjuster experience preferred, but not required

Keywords: Percepta, Dearborn , Legal Analyst, Legal , Dearborn, Michigan