Description

Position Summary – Grade 13 TRAC Program Liaison

The Program Liaison acts as the subject matter expert on one or several programs and acts as the liaison between the Business Partner and Business Analysts on program information.

Duties and Responsibilities

• Accurately respond to dealer and regional inquiries.

• Mentor new team members.

• Demonstrate leadership capabilities.

• Provide support for on-line applications.

• Initiate outbound contacts, as appropriate.

• Document customer contacts, as appropriate.

• Utilize appropriate resources to respond to internal and external customer inquiries.

• Identify and report all concerns regarding the programs to the team Leader as necessary.

• Handle supervisor calls as appropriate; include the Hotline (based on program).

• Supporting the analysts involves:

o Providing accurate information

o Handle the analysts with patience and respect

o Educating the analysts on the answer to an inquiry

o Develop and maintain professional working relationships.

• Act as a liaison with internal business partners when applicable.

• Understand, adhere to, and support, all Percepta and internal Business Assistance Center – Audit and Quality Systems initiatives.

• Complete training courses as directed by Operations and/or Training.

• Support teammates with problem resolution.

• Escalate concerns as appropriate; identify call center problems and bring to the attention of appropriate supervisor or manager.

• Helps identify process improvement and best practices for the team and brings them to the attention of the Team Leader.

• Serve as a role model to the business analysts in professionalism, information accuracy, dependability, and timeliness.

• Meet or exceed all performance scores for key metrics.

• Attend Business Partner meetings as needed.

• Create and update Knowledge Base articles and Agents Ask Ford.

• Answer e-mail inquiries within required time frames in a professional manner with accurate and timely information.

• Manage small projects upon business requests.

• Regularly review all program documents housed in knowledgebase for timeliness and accuracy.

• Contribute to changes, additions, and deletions needed for knowledgebase.

• Adhere to BAC and call center policies and procedures.

• Complete additional tasks as needed.

Marketing Additional Responsibilities

• Assist other PL’s with Exceptions backlog and ad hoc work as needed.

• Process Smart Vincent/Isis access and role changes requested by C&I.

• Process ISIS Claims by assigned Region.

• Research and process claims for Commercial Lease contracts related to FMCC Bonus Cash programs.

• Research all APR and RCL/RCO concerns.

• Research all concerns related to:

• VINCENT system issues

• Contest and Incentive issues

• Claim and reverse VINCENT programs when appropriate

• Research:

• Stop pay reissues for spin customers, VPS, and DPS.

• Copy requests for check and statements.

• Process return mail.

• Assist with all 1099 related concerns.

• Take notes/create agenda for client related meetings.

• Review D-Plans to ensure all fields are complete.

• Process CHECKCOM requests.

• Audit the names mismatch re-review report.

• Sort efficiency proposals and communicate them to appropriate party.

TRAC Additional Responsibilities

Research any inquiries submitted by the Business Analysts in relation to the following:

• Courses not updating in STARS2 (ASE, FORDSTAR, web tests (ATS), Ride and Drive Classroom courses, or web-based (non-technical).

• Downloading FORDSTAR materials.

• Problems with web-based training courses.

• Employee Excellence Escalations.

• Training Certification Certificate/Plaque Resend Requests.

• Training Certification Business Card Inquiries.

• STARS2 Errors.

• COMBAT Report Discrepancies.

• RE&T Surveys.

• Program Escalations.

• New Sales Point Dealer Needing Employee Added into STARS2.

• STARS2 Access Level Requests.

• Regional (Corporate) User Access to STARS2.

• STARS ID Number Request for Corporate User.

• STARS ID Number Merges.

• Missing or Incorrect WSLX ID in STARS2.

• Certification Planner not Updated in STARS2.

• Dealer Report Issues.

• Be the lead on any new resources and programs as related to the PL position.

Education

• High School Diploma required. Associates degree or 2 years college preferred

Experience

• Consistently meet all BA I and BA II competencies.

• Strong Program knowledge.

• For technical programs – networking desired (example – pursuing CISCO or other network certification(s).

• Thorough knowledge of all Call Center specific processes, databases and programs.

• Understanding of the Quality Policy and related company goals.

• PC Navigation / good computer and typing skills. Ability to run several windows applications simultaneously.

• Ability to troubleshoot and analyze problems.

Skills

• Excellent customer service ability.

• Demonstrates leadership qualities.

• Displays professionalism and a positive attitude.

• Ability to effectively communicate with customers, managers, and co-workers.

• Strong oral and written communication skills.

• Team building skills.

• Leadership skills.

• Mentoring ability.

• Multitasking skills.

• Proficient in Excel.

• Time management and organizational skills.

• Ability to work well with others.

• Reliability.

• Ability to multi-task.

• Good listening skills.

OTHERS:

This position is remote. However, they may need to work in office on an as needed basis for meetings, collaboration, training, etc.

Primary Location: US-MI-Dearborn

Req ID: 03W14