Legal Assistant (Auto Warranty Contracts)
Position Summary
We are seeking a detail-oriented Legal Assistant to support our team in managing escalated customer complaints related to Extended Vehicle Service Contracts. This role will involve receiving, recording, and developing resolution plans for customer issues, ensuring compliance with departmental guidelines and best practices.
The ideal candidate will be knowledgeable in legal proceedings and compliance procedures and is a legal professional who possesses abilities to professionally communicate with consumer advocacy groups and regulatory bodies.
Key Responsibilities:
Complaint Management:
- Receive and record escalated customer complaints from various intake methods, including internal reports, customer emails and letters, negative reviews, and notices from attorneys.
- Develop comprehensive solution plans for each escalated complaint, ensuring adherence to company policies and procedures and communication with the attorney's generals.
Research and Analysis
- Conduct thorough research on escalated complaints, utilizing departmental guidelines, compliance information, and vehicle service contract details to inform resolution strategies.
- Analyze complaints from consumer advocacy groups (e.g., BBB, BCA) and regulatory bodies (e.g., state attorney general) to ensure timely and appropriate responses.
Direct Contact Resolution
- Execute resolution strategies for escalated and formal customer complaints through effective communication channels, including phone, email, and mail.
- Maintain professional correspondence with complainants, regulatory agencies, and consumer advocacy organizations as required.
Pattern Recognition and Reporting
- Identify and escalate complaints patterns to the Resolutions Manager, providing relevant data and insights to enhance departmental practices.
Record Keeping
- Maintain accurate and up-to-date records of all complaint and resolution activities using departmental tracking tools, ensuring transparency and accountability in the process.
Qualifications:
- Bachelor’s degree in a related field or equivalent experience in legal assistance or Compliance analysis.
- Excellent research and analytical skills, with the ability to interpret complex information.
- Excellent written and verbal communication skills.
- Proficiency in using office software and complaint-tracking systems.
- Ability to work independently and collaboratively within a team environment.
- Familiarity with consumer protection laws and regulations is a plus.
What We Offer
- Competitive salary and benefits package.
- Opportunities for professional development and advancement.
- A collaborative and supportive work environment.
If you are a motivated individual with a passion for problem-solving and customer service, we invite you to apply for this rewarding Legal Assistant position focused on extending auto warranty contracts.
Learn more about life at Endurance—connect with us on LinkedIn, Facebook, Instagram, and Twitter.
Equal Employment Opportunity
Endurance Warranty Services is proud to be an equal opportunity employer. We celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Our differences are what make us better together.
About Endurance
Endurance Warranty has been honored with multiple Stevie Awards for being a great place to work, and we’re growing rapidly. We’re a fast-paced company offering limitless opportunities to grow your career. Thanks to our dedicated employees, we provide best-in-class auto repair coverage to customers across the country, protecting people from unexpected and costly breakdowns for almost 15 years. At Endurance, we embrace the entrepreneurial spirit, and you’ll play a role in shaping this dynamic industry. We offer great pay, amazing benefits, and the opportunity to learn and grow.
When you work for Endurance, you’re working for a company that cares about you and your future. We empower employees to lead, drive change, and give back where they work and live. Our people are our greatest strength, and we’re proud to work as a diverse team to serve our customers and our community.
Therefore, we’ve been honored as a top place to work, including multiple StevieⓇ Awards for the best workplace and great employer. For the last several years, Endurance has also earned a spot on Selling Power’s “50 Best Companies to Sell For” and consistently makes industry lists from Crain’s and Inc. magazine for our continuous and significant growth. Experts in the industry recognize that our employees care as well—Consumer Affairs highly recommends Endurance, and our customers highly rate us on Google, Trustpilot, and other major online review sites.
Come accelerate your career with us. We’ll give you the tools you need to succeed at work and the flexibility to enjoy life outside of your job.
