Consumer Affairs Arbitration & Mediation Specialist

Location: NJ - Mahwah
Department: Customer Service


Creating Experiences that Customers Love, for Life.  This is the singular purpose of Jaguar Land Rover and is built around a focus to always put the customer first.

The Consumer Affairs Arbitration & Mediation Specialist evaluates, responds to and settles / defends claims from customers, attorneys or third parties. This position supports efforts to maintain and improve customer satisfaction, owner retention, JLR image, and decreases litigation exposure.

Main Responsibilities

  • Manages JLR’s participation in Better Business Bureau and State Arbitration Board programs

  • Participates in consumer arbitration cases.

  • Quickly, accurately, and professionally respond to customer and arbitrator’s inquiries during the arbitration.

  • Provide monthly Better Business Bureau reports regarding repurchase amounts per consumer.

  • Analyze claims from attorneys, customers, state agencies, and the Better Business Bureau related to, among other things, violations of various state Lemon Laws, warranty and relevant warranty and consumer protection laws in a high-volume environment

  • Gather all supporting information to evaluate claims and investigate events, as required

  • Create vehicle chronology through reviewing repair orders, warranty claims, technical assessments, investigating details with technical teams and retailers to assess company obligations under various state and federal laws

  • Negotiate timely settlements with customers, attorneys, and retailers

  • Initiate settlement process and coordinate related transactions


Key Criteria for Role

  • BS Degree or equivalent work related experience

  • 3-5 years’ experience in an automotive environment with customer / retailer interaction preferred

  • Demonstrated commitment to customer service

  • Strong analytical, verbal, and written skills

  • Strong organizational skills with a keen attention to detail

  • Ability to form and maintain strong, positive relationships internally and externally

  • Must be a team-oriented self-starter

  • Must be able to work under pressure and meet firm deadlines, while consistently delivering a high standard of work

  • Strong knowledge of Microsoft Word and Excel



Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Jaguar Land Rover North America, LLC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Jaguar Land Rover North America, LLC complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.


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