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, as well as providing technical support for the nmac/ifs website. The role also involves assisting nmac/ifs dealerships, insurance companies, and third parties (such as other financial institutions) on topics like payoffs, total loss, vehicle damage, titles, and more. Most calls are in english, with some in spanish.
responsibilities
1. handle a standard number of inbound calls from nmac/ifs customers, businesses, dealerships, and third parties, resolving inquiries and complaints according to established procedures.
2. identify account status for retail and lease accounts regarding incidents such as total loss, vehicle damage, titles, end of term, interest rates, post-maturity, etc.
3. maintain a minimum quality standard of 85% across all calls, following the company's call model to ensure compliance with regulations.
4. utilize all available tools and resources to proactively resolve customer concerns and reduce callbacks.
5. follow adherence guidelines to achieve a minimum adherence rate of 95%.
requirements
* high school diploma; ba degree preferred.
* knowledge of excellent customer service techniques, preferably in a call center environment.
* fluent in english (mandatory).
* intermediate proficiency in ms office.
skills
* basic understanding of the auto finance industry.
* empathetic and able to handle difficult situations.
* active listening skills.
* customer-focused approach.
* good grammar and communication skills.
* problem-solving and negotiation abilities.
schedule
availability to work 36 hours per week, with schedules from 6:00 am to 9:00 pm monday to friday, and saturdays from 6:00 am to 5:30 pm. Department requirements may assign a 5- or 6-day schedule for at least 6 months.
additional information
nissan (nmex, nedm, nrfs, nrfm, and anzen) hires based on job profile fulfillment without discrimination based on gender, gender identity/expression, sexual orientation, race, color, language, religion, political opinion, 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 assets and information involved, including proprietary data and financial information, with a commitment to confidentiality and legal compliance.
location: aguascalientes, mexico
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