Consumer Relations Contractor

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TRC has partnered with one of our clients withing the Automotive Industry looking to hire a Consumer Relations Contractor to join their team!

Position overview

The Consumer Relations Contractor role is a compliance-related position centered on supporting the PFS Compliance Management System (CMS) and focused on support of the Consumer Relations Team (CRT). The position will focus on various aspects of the CMS, including but not limited to, Training and Complaint Handling. The role will have a direct reporting relationship to the Consumer Relations Manager.

Monday-Friday 8am-5pm

Remote- in office twice a week!

Atlanta, GA

Roles & responsibilities

Consumer Relations Team (CRT) responsibilities

Support the CRT with conducting research, providing documentation, and assisting responsible PFS Department with responses to all consumer complaints within closure target timelines.
Assist with regular CRT reporting and calibration or training meetings.
Manage updates and obtain management approval of CRT related documentation including but not limited to letters and response templates.
Provide professional and courteous assistance in daily business interactions with both internal and external customers, dealers, vendors, and outside companies.
Provide recommendations and action strategies to key business stakeholders.
Perform other related work as assigned.

Qualifications

Education:

Bachelor’s degree (preferred) or equivalent combination of education and financial services work related experience.

Experience:

Minimum 1 year experience in financial services (automotive finance preferred)
Minimum 2 years in customer service and/or collections experience with an emphasis on handling escalated customer calls preferred.

Skills:

Commitment to excellence –quality driven.
Proficiency in SAI360, Complaint handling, and task management.
Understanding of automotive financing principles, strategies, systems, and processes.
Demonstrated research, deductive, problem solving and analytical skills.
Conceptual thinking, negotiation, and persuasion skills.
PC experience required, including Windows, and Microsoft Office.
Demonstrated diplomacy and tact.
Excellent oral and written communication skills, ability to seek out improvement ideas.
Demonstrated ability to collaborate with multiple groups on multiple levels.

WORK ENVIRONMENT/PHYSICAL DEMANDS

Employee work schedules are determined by business need, managed accordingly and communicated to staff.
Position is based in Atlanta, GA.

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5 Questions You Should Ask During the Interview

Here are 5 questions we think you could ask during your interview. Use them as a guide to help you write your own questions.

Remember: Always have at least 5 questions prepared for the interview. If you do not, you run the risk of looking unprepared.

What does success look like in this role, and how is it measured?

Why ask this? You want to ensure you have a clear understanding of expectations before accepting the role. Knowing how success is measured helps you hit the ground running and avoid surprises about performance evaluations. It also signals to the employer that you're results-driven.

Can you describe the team dynamic and the company culture?

Why ask this? Skills and experience matter, but if the work environment isn’t a good fit, you won’t be happy or productive. This question helps you gauge whether the company values collaboration, how teams interact, and whether the culture aligns with your work style and values.

What are the biggest challenges facing the person in this role right now?

Why ask this? Every job has challenges, and it’s better to know them upfront. This helps you assess whether the role is a good fit for your strengths and whether the company is realistic about its expectations. If they hesitate to answer, it could be a red flag.

How does the company support work-life balance and employee well-being??

Why ask this? Burnout is real, and some companies expect employees to sacrifice personal time for the job. By asking this, you’ll get a sense of how they value work-life balance, flexibility, and well-being—things that are crucial for job satisfaction and long-term success.

These questions help you make an informed decision while also showing your professionalism and strategic thinking!

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