ADR, Customer Connections & Legal Assistant

About the Job

The ADR, Customer Connections and Legal Assistant provides administrative, operational, and legal support for dispute resolution and customer advocacy activities as well as the Legal Department. This position helps ensure customer concerns are addressed efficiently, legal and administrative obligations are met, and key business activities are completed accurately and on time. Through close partnership with Customer Connections, Legal, Audit, and Government & Industry Relations, this role contributes to risk mitigation, customer satisfaction, and overall operational effectiveness.

This position is based at the company's Franklin, TN headquarters. The Customer Connections team operates on a hybrid schedule, coming into the office 1–2 days per week with the flexibility to work remotely 3–4 days per week. Standard working hours are Monday through Friday, 8:00 AM to 5:00 PM, including a one-hour lunch break. Travel requirements for this role are minimal, limited primarily to local dealerships and the Franklin, TN technology center.

Role Summary

The ADR, Customer Connections & Legal Assistant provides administrative, operational, and legal support for dispute resolution and customer advocacy activities. The role is responsible for coordinating legal and administrative processes, maintaining critical records and documentation, managing deadlines, supporting litigation-related activities, and assisting with financial and executive support functions. Success in this role requires exceptional organization, attention to detail, discretion, and the ability to manage multiple priorities while collaborating across a variety of business functions.

This role reports to the Manager, Customer Connections and Alternative Dispute Resolution.

As the ADR, Customer Connections & Legal Assistant, You Will:

• Provide administrative support to the ADR, Customer Connections, Legal, Audit, and Government & Industry Relations teams.
• Manage confidential department mail, legal correspondence, and records.
• Support dispute resolution, arbitration, litigation, and customer escalation activities.
• Process lien releases and maintain legal, dispute, and litigation files.
• Assist with litigation discovery, document collection, reporting, and coordination with internal and external counsel.
• Monitor critical deadlines and ensure timely completion of legal, operational, and departmental activities.
• Process invoices, accruals, expense billing, check requests, and payments while maintaining accurate records.
• Prepare reports, maintain data, and support audits, compliance activities, and special projects.
• Provide administrative and executive support, including calendar management, meeting coordination, travel arrangements, and expense administration.
• Partners with regional teams, business stakeholders, and vendors to support issue resolution and departmental objectives.
• Maintain notary certification and perform notary services as needed.
• Effectively manage multiple priorities, maintain confidentiality, and deliver high-quality work within established deadlines.
• Perform other duties and special projects as assigned.

Measuring Your Momentum:

First 90 Days – Getting up to Speed

• Build a strong understanding of the distinctions between Customer Connections and ADR functions, and how they operate together
• Develop the ability to effectively manage multiple priorities with a high level of organization and accuracy
• Gain solid comprehension of ADR principles, processes, and billing requirements
• Demonstrate proficiency in core administrative responsibilities, including billing, ADR calendar management, and resolution support
• Provide consistent support to Specialists across both ADR and Customer Connections teams
• Proactively support the Customer Connections Manager and identify opportunities to assist team members both internally and in the field
• Develop and implement a structured process for maintaining accurate billing records
• Prepare and support monthly billing reporting for executive leadership
• Begin contributing to overall team efficiency by identifying opportunities to improve processes and workflows

Year 1 Victory Lap

• Demonstrate the ability to manage multiple priorities from leadership effectively
• Maintain a professional and courteous approach when supporting internal colleagues and field teams
• Take a proactive approach to department initiatives, with a focus on improving processes and enhancing the customer experience
• Identify and implement efficiencies that help reduce the workload of the Customer Connections Manager
• Consistently support leadership initiatives with reliability and a positive attitude
• Contribute as an engaged, collaborative, and solutions-oriented team member

Ready to Join The Team? You Should Have:

• 3+ years of administrative, legal administrative, customer service, or business support experience.
• Experience managing multiple priorities, deadlines, and confidential information in a fast-paced environment.
• Strong organizational, communication, and problem-solving skills.
• Proficiency with Microsoft Office Suite (Excel, Word, Outlook, and PowerPoint).
• Experience preparing reports, maintaining records, and coordinating activities across multiple departments.
• Ability to work independently while building effective relationships with internal and external stakeholders.
• Strong attention to detail and commitment to accuracy.

Extra Horsepower (Profile Differentiators): 

• Experience supporting legal, dispute resolution, compliance, claims, or customer advocacy functions.
• Familiarity with litigation support, legal document management, discovery processes, or records retention.
• Experience processing invoices, accruals, expense reports, or vendor payments.
• Experience providing administrative support to senior leaders or executives.
• Notary Public certification or willingness to obtain certification.
• Experience working in a highly regulated environment requiring discretion and confidentiality.

Why Join Us?

• Make a direct impact on customer experience by helping resolve customer concerns and disputes before they escalate, while gaining broad exposure to the Customer Connections organization.
• Gain unique legal and litigation experience through involvement in dispute resolution, legal processes, and high-priority litigation-related matters in partnership with the Legal team.
• Expand your business knowledge and network by collaborating with leaders and stakeholders across Customer Connections, Legal, Audit, and Government & Industry Relations in a highly visible, cross-functional role.

Perks and Benefits:

• Family First: Enjoy comprehensive healthcare coverage, including medical, dental, and vision plans.
• Be a Proud Mitsubishi Ambassador: Take advantage of our Discounted Employee Lease Car program, covering insurance, maintenance, and registration fees, with no down payment or credit check required.
• Secure Your Future: Benefit from our 401(k) with Company match and annual contributions based on years of service.
• Fuel Your Growth: Access professional development opportunities, including training, tuition reimbursement, and employee resource groups.
• Take Time for Yourself: Enjoy up to 30 days of paid time off, including holidays, vacation, and other leave options.
• Hybrid Working Environment: Experience the perfect balance of remote and in-office work (~2 days remote, 3 days in-office) at our modern office, located in the vibrant Franklin, TN area.
• Thrive in an Open Environment: Experience our collaborative workspace where ideas flow freely.