Misión:
The position is responsible on providing excellent and efficient quality service in inbound calls from Customers/Businesses that own a vehicle through Nissan Motor Acceptance Corporation (NMAC) or Infiniti Financial Services (IFS) in regards to any inquiry, complaint and/or question they have regarding their loan and/or lease accounts (Including technical Support assistance to the NMAC/IFS Website). Also providing such service to NMAC/IFS Dealerships and/or 3rd Party (i.e. Other Financial Institutions) inquiring on subjects like Payoffs, Titles and others. The majority of the calls are in English but there might be a few calls in Spanish.
Responsibilities:
- Receives a standard number of inbound phone calls on active/inactive accounts from NMAC/IFS Customers or Businesses, NMAC/IFS Dealerships and/or Third Parties (Other Financial institutions, etc.) resolving inquiries, handling complaints and walking them through the correct process according to their original request.
- The agent will have to identify current Account status for appropriate action on both Retail and Lease NMAC/IFS phone calls regarding a Titles, End of Term, Interest rate and other subjects.
- Maintains a Quality Standard on all phone calls received guarantying a minimum overall average percentage of 70% following our Call model to assure all Compliance, State and Federal regulations are within guidelines.
- Utilize all tools and resources available to proactively resolve our Customer’s concern and prevent any further call backs.
- Follow all Adherence guidelines to achieve a minimum target of 95%
Requirements:
- Knowledge and skills. Basic understanding of the auto finance industry Experience.
- Knowledge of excellent Customer Service techniques (call center-based preferably)
- Academic level.
- High School Diploma / Bachelor's degree (preferred)
- Technical skills.
- MS Office Intermediate
- Fluent English
Skills:
- Business Acumen (Knowledge).
- Continuous learning
- Resolution of problems and conflicts.
- Negotiation and influence.
- Analytical aptitude
Schedule:
We are currently open from Monday through Friday from 6:00 am until 8:00 pm and Saturdays from 6:00 am until 5:00 pm (There could be a possibility of extending the service window until 9:00 pm [from Monday – Friday only] in the future.
Depending on Department requirements, a 6 day or 5 schedules will be assigned for at least 6 months.
-Nissan (NMEX,NEdM, NRFS, NRFM y ANZEN) realiza contrataciones con base al cumplimiento del perfil de puesto en la vacante, sin distinción, ni discriminación por género, identidad y/o expresión de género, orientación sexual, raza, color, idioma, religión, opinión política o de cualquier otra índole, origen nacional o social, posición económica, nacimiento o cualquier otra condición.
-Nissan (NMEX,NEdM, NRFS, NRFM and ANZEN) hires based on the fulfillment of the job profile in the vacancy, without distinction or discrimination based on gender, gender identity and/or expression, sexual orientation, race, color, language, religion, political or any other opinion, national or social origin, economic position, birth or any other condition
Aguascalientes Aguascalientes Mexico