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 handling 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 both retail and lease accounts related to total loss, vehicle damage, titles, end of term, interest rate, post maturity, and other topics, to determine appropriate actions.
3. maintain a minimum quality standard of 85% on all calls, following the 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; bachelor’s 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, especially in 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 vary between 6:00 am and 9:00 pm from monday to friday, and 6:00 am to 5:30 pm on saturdays. Department needs may assign a 5- or 6-day schedule for at least six months.
additional notes
nissan (nmex, nedm, nrfs, nrfm, and anzen) conducts hiring based on the job profile, without discrimination based on gender, gender identity or expression, sexual orientation, race, color, language, religion, political opinion, origin, economic status, or other conditions. By applying, candidates acknowledge that nissan mexicana and subsidiaries may conduct background checks due to the sensitive nature of the role, including proprietary and financial information. Confidentiality and legal compliance are assured.
location: aguascalientes, mexico
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