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Mediation Support Specialist

Company: Honda North America
Location: Chino
Posted on: January 21, 2023

Job Description:

American Honda Motor Co Description What Makes Honda, is Who makes Honda

Honda has a clear vision for the future, and it's a joyful one. We are looking for individuals with the skills, courage, persistence, and dreams that will help us reach our future-focused goals. At our core is innovation. Honda is constantly innovating and developing solutions to drive our business with record success. We strive to be a company that serves as a source of "power" that supports people around the world who are trying to do things based on their own initiative and that helps people expand their own potential. To this end, Honda strives to realize "the joy and freedom of mobility" by developing new technologies and an innovative approach to achieve a "zero environmental footprint." We are looking for qualified individuals with diverse backgrounds, experiences, continuous improvement values, and a strong work ethic to join our team. If your goals and values align with Honda's, we want you to join our team to Bring the Future!



About this Position:

The Mediation Support Specialist provides assistance to the Mediation Department and Mediation Specialists by researching pre-litigation buyback and dispute cases, gathering required documentation, putting together timelines of events, and assisting in case managing non-complex, non-attorney and non-hearing/arbitration Mediation cases.

Thorough research and review of all pertinent information is required to ensure that AHM's position is reached in the best interest of the customer and the company, and to protect all parties from subsequent liability. Adherence to approved processes and guidelines is important to facilitate various transactions involving state and federal statutes. All such transactions must be completed within specified periods, and all actions related to assigned cases must be carefully documented. The position handles daily verbal and written communication with customers, state agencies, Honda/Acura dealerships, AHM Law, Executives and Field Staff. It requires the ability to resolve delicate issues while staying within Honda policies and guidelines, with high emphasis on negotiation and problem resolution. The Mediation Support Specialist must review each customer case on its merits, and apply decision-making skills relative to customer retention, successful mediation and buyback appropriateness, while meeting state and federal guidelines. The Mediation Support Specialist is also responsible for making vehicle buyback recommendations based on the above, and on a case-by-case basis.



Responsibilities include:

Performance Objectives


  • Review and assess cases in relation to state lemon law guidelines inclusive of repair attempts and days out of service.
  • Gather all required documents for proper case assessment.
  • Create highly detailed timelines of repair histories for proper assessment.
  • Extensive interaction with Field and dealer personnel, Field Technical Specialists and Tech Line to ensure accuracy in repair histories.
  • Respond to customer demand letters in terms of the appropriateness of requests.
  • Facilitate final repair attempts per state guidelines through extensive coordination with Field personnel and Field Technical Specialists.
  • Coordinate DPSM and Field Technical Specialist inspections.
  • Negotiate settlements with customers in the interest of customer retention and Lifetime Owner Loyalty as an alternative to a vehicle buyback.
  • Ensure timely follow-up
  • Accurate case coding to ensure TREAD and technical compliance
  • Exceptional written communication.
  • Negotiate vehicle trades and replacement bids with dealerships.
  • Recommendations for vehicle replacement/repurchase.
  • Obtain lien holder financial documents for payoff amounts.
  • Obtain signed releases for financial decisions.
  • Arrange for replacement vehicles with dealers and traffic assistants.
  • Research and prepare Field staff for small claims court hearings.


    File Compliance and Time Management


    • Meet compliance and decision time allocations pursuant to case types.
    • Complete transactions in a timely manner per state regulations.
    • Ensure all cases are following timelines pursuant to state guidelines for specific cases.


      Vehicle Management/Disposal


      • Ensure disposal is conducted in compliance with prescribed resolution and AHM processes.
      • Monitor vehicle disposal and repair facilitation per state guidelines.
      • Complete buyback vehicle market re-entry for dealer/Field/Technical Staff next steps.


        Technical Training & Professional Development


        • Maintain knowledge of state regulatory agency guidelines as they relate to assigned areas.
        • Keep current with vendor processes/procedures.
        • Keep current with Honda/Acura vehicle technical developments.
        • Explore courses/information for personal and professional growth.

          Qualifications Who we are seeking:

          Required Work Experience:


          • Minimum of 2 years of experience in a fast-paced environment with the ability to handle multiple assignments
          • Case management and problem-solving experience, preferably in the automotive industry
          • Mediation and/or legal knowledge/experience
          • Strong logic and reasoning skills
          • Knowledge of dealer service operations
          • Excellent verbal communication skills required
          • Strong business writing skills
          • Excellent organizational, time management and negotiation skills
          • Automotive technical aptitude
          • Proficiency in MS Office software (Excel, Word, PowerPoint and Outlook)
          • Working knowledge of Honda systems preferred (CRRS, EVRM and iN)


            Required Education:

            Bachelor's degree or trade school certificate in automotive technology highly preferred, equivalent automotive-related work experience will be considered.

            Desired skills:

            Working knowledge of Kronos, Microsoft Word, Excel, PowerPoint, PeopleSoft.


            • Effective communication skills, both written and verbal
            • Strong project management skills
            • Excellent customer service


              At Honda, you will play a key role in our journey to become a company that society wants to exist now, and in the future. Your endless curiosity will drive innovation and your courageous spirit will challenge the status quo. We believe having a workforce made up of diverse thinkers and innovators makes us a better Honda. Respect for each other and respect for diversity each and every day drives our associates to contribute at the highest level and work effectively in a team environment. We make the dream of mobility a reality with our innovative and high-quality products. Together, we Bring the Future to our customers, associates, and communities. We are Honda!

              What differentiates Honda and makes us an employer of choice?

              Total Rewards:


              • Competitive base salary $26.15/hr to $32.64/hr


                Pay will be based on several variables that include, but not limited to geographic location, work experience, education, etc.


                • Annual Bonus
                • Industry-leading Benefit Plans (Medical, Dental, Vision)
                • Paid time off, including vacation, paid holidays, sick time, and personal days
                • 401K Plan with company match + additional contribution


                  Career Growth:


                  • Advancement opportunities
                  • Career mobility
                  • Education reimbursement for continued learning
                  • Training and Development programs


                    Additional Offerings:


                    • Wellbeing program
                    • Community service and engagement programs
                    • Product programs
                    • Free drinks onsite




                      Critical Competencies: Creating Teamwork, Valuing Relationships, Influence & Impact, Developing Self & Others, Ethics & Integrity, Diversity & Inclusion

Keywords: Honda North America, Chino , Mediation Support Specialist, Other , Chino, California

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