Loyalty Accelerator Program Agent

Mercedes-Benz Group AG; Fort Worth (TX); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

401(k) match

Vacation and personal time

Mercedes-Benz car program

Flexible work arrangements

Job summary

Mercedes-Benz Financial Services is seeking a Loyalty Accelerator Program (LAP) Agent to deliver comprehensive support for the loyalty program in a call center environment. You will verify eligibility, resolve dealer inquiries, and ensure accurate processing of loyalty waivers, while coordinating necessary documentation.

The role supports cross-functional teams, maintains process accuracy, and handles funding of Employee Leases and related mail processing.

Qualifications

• Legally authorized to work in the U.S. at time of application.
• Minimum 2 years of overall work experience; funding: 1 year preferred.
• Bachelor's degree preferred; strong analytical, numeric, and documentation skills.

Responsibilities

• Verify and confirm eligibility for MB LAP incentive program; process subsidy claims and reversals.
• Manage LAP email box; investigate discrepancies and handle exceptions.
• Provide inbound/outbound support to dealers, field staff, and internal partners.
• Monitor maturing lease accounts; manage payment waiver inquiries and account qualifications.
• Complete funding for lease extensions and balloon refinance contracts; meet turnaround times.
• Ensure required documentation and compliance reporting; log and reconcile checks weekly.
• Facilitate funding of Employee Leases as contracted by Employee Lease team.

Skills

Analytical skills

Problem Solving Skills

Microsoft Office

Education

High School Diploma/(GED)

Bachelor's Degree preferred

Job description

Tasks

About Us:

Who is Mercedes-Benz Financial Services?
Mercedes-Benz Financial Services, part of the global company Mercedes-Benz Mobility AG is the captive financing and mobility solutions company of the global luxury automobile manufacturer, Mercedes-Benz AG. We offer a comprehensive range of automotive financial and insurance products that make it easy for our customers to drive their dream Mercedes-Benz vehicle.
Why work at Mercedes-Benz Financial Services?
Working at Mercedes-Benz Financial Services is more than a job – it’s an opportunity to join an innovative team where you are valued for your contributions. As an employee, you will experience career development in a positive, employee-centric environment. We’re a global company that not only offers best-in-class products to our customers but also best-in-class benefits to our employees. Our employees experience a comfortable, friendly environment and relaxed, inclusive culture.

Benefits

When working at Mercedes-Benz Financial Services, you will enjoy a comprehensive and amenity-rich benefits package offering something for every employee at each stage of their life.

As a new employee, you will have the opportunity to take advantage of the following benefits that go beyond – beginning day one:

Get Rewarded! Competitive salary plus an annual bonus based on company performance and/or personal yearly performance

Need a vacation? How about just some time for YOU! In addition to our vacation time, you’ll receive fifteen (15) additional corporate holidays, which will allow you to celebrate religious holidays or escape to the spa! Designed to be flexible, we let you decide which days are most important to you!

Ride in Style - All employees are eligible to participate in the Mercedes-Benz Employee Lease Program

We want you to be healthy! Outstanding medical, dental, and vision insurance, employer-paid short and long term disability plus on-site exercise facilities

Is your family growing? Enjoy generous paid Family Leave Programs - Six Weeks for New Parents; Adoption Expense Reimbursement Programs - up to $6k per child

Want to go back to school? Tuition Assistance Scholar Program - receive up to $8k in vouchers to complete business-related coursework

• $6k for undergraduate
• $8k for graduate

Job Overview:

The Loyalty Accelerator Program (LAP) Agent is responsible for delivering comprehensive support for the Mercedes-Benz loyalty program by verifying program eligibility, resolving complex dealer inquiries, and ensuring accurate processing of loyalty payment waivers. Operating within a call center environment, this role provides high-quality service to dealers, field staff, and internal partners by managing loyalty-related issues, facilitating payment waiver programs, and coordinating necessary documentation and workflows.

The position also ensures compliance with program requirements, supports cross-functional collaboration to resolve exceptions, and maintains accuracy in financial processing, reporting, and account management activities. The role also processes funding of Employee Lease contracts as well as the processing of Funding department mail.

Responsibilities:

• Verify and confirm eligibility for MB LAP incentive program using the MBUSA Market Support System. Process subsidy claims, reversals, and ensure all transactions meet program guidelines and accuracy standards. (20%)
• Manage loyalty-related issues through the LAP email box. Investigate discrepancies, resolve complex scenarios, and determine appropriate paths for exceptions and escalations. (20%)
• Provide inbound and outbound support to dealers, field staff, and internal partners. Resolve loyalty-related inquiries, educate on program requirements, and deliver a high level of customer service. (10%)
• Monitor maturing lease accounts with Loyalty Certificates pulled for proper processing and take corrective action as needed, including managing payment waiver program inquiries, adjustments, and account qualification determinations. (15%)
• Complete the funding process for all lease extensions and balloon refinance contracts within expected turnaround times. (15%)
• Ensure completion of required documentation (mail processes IC Controls), maintain compliance reporting. Log and coordinate the workflow for all incoming checks to the Business Center. Reconcile check log weekly for items waiting for deposit. (10%)
• Facilitate the funding of Employee Leases as they are contracted by the Employee Lease team. (10%)

Qualifications

Qualifications:

Applicants must be legally authorized to work in the U.S. at the time of application. Relocation assistance will not be provided for this position.
This position requires a minimum of 2 years of overall work experience. Preferred experience includes:

• Business-General: 2 years
• Funding: 1 year

Education:
High School Diploma/(GED) is required, Bachelor's Degree is preferred.

Skills:

• Analytical skills
  • Ability to collect data and establish facts and identify trends and variances
• PC skills
  • Microsoft Office
• Problem Solving Skills

Additional Skills:

• 1 year of NFA, Payment Aggregator, Alfa, COS, eValidate, Case360, FAW, Compass, MSS, Doc Management, WebAMS and MB Advantage preferred.

Recommended Prerequisites: Discounter; Funding Discrepancy Representative; Collections Agent; Customer Service Representative

Posting Statement

Mercedes-Benz Financial Services offers competitive salary, performance-based bonuses and a full suite of benefits including 401(K) with match, generous vacation and personal time, a Mercedes-Benz car program as well as flexible work arrangements.

EEO/Minorities/Females/Disabled/Vets

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