Job summary
the position is responsible for 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). This includes addressing inquiries, complaints, and questions regarding loan and/or lease accounts, including technical support for the nmac/ifs website. The role also involves serving nmac/ifs dealerships, insurance companies, and third parties (such as other financial institutions) on topics like payoffs, total loss, vehicle damage, titles, and others. Most calls are in english, with some in spanish.
responsibilities
1. handle a standard number of inbound calls from nmac/ifs customers, dealerships, and third parties, resolving inquiries and complaints according to established procedures.
2. identify account status for both retail and lease accounts regarding incidents like total loss, vehicle damage, titles, end of term, interest rates, post-maturity, and other topics.
3. maintain a minimum quality standard of 85% adherence to the call model, ensuring compliance with all regulations.
4. utilize all available tools and resources to proactively resolve customer concerns and reduce callbacks.
5. follow adherence guidelines to achieve a minimum target of 95%.
requirements
* high school diploma; ba degree preferred.
* knowledge of excellent customer service techniques, preferably in a call center environment.
* fluent in english.
* intermediate proficiency in ms office.
skills
* basic understanding of the auto finance industry.
* empathetic approach to difficult situations.
* active listening skills.
* customer-focused attitude.
* good grammar and communication skills.
* problem-solving and negotiation skills.
schedule
availability to work 48 hours per week. Schedules may fall within 6:00 am to 9:00 pm from monday to friday and 6:00 am to 5:30 pm on saturdays. Depending on department needs, a 5- or 6-day schedule will be assigned for at least 6 months.
additional notes
nissan (nmex, nedm, nrfs, nrfm, and anzen) hires based on the fulfillment of the job profile, without discrimination based on gender, gender identity/expression, sexual orientation, race, color, language, religion, political opinion, national or social origin, economic status, or other conditions.
by applying, candidates acknowledge that nissan mexicana and its subsidiaries may conduct background checks due to the sensitive nature of the role's assets and information, including proprietary data and financial information. Confidentiality and legal compliance are assured. Applying indicates consent to this process.
location: aguascalientes, mexico.
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