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) regarding any inquiry, complaint, and/or question they have regarding their loan and/or lease accounts (including technical support assistance to the nmac/ifs website). This includes providing service to nmac/ifs dealerships, insurance companies, and/or third parties (i.e., other financial institutions) inquiring on subjects like payoffs, total loss, vehicle damage, titles, and others. The majority of the calls are in english, but there might be a few calls in spanish.
responsibilities
1. 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, insurance companies, etc.), resolving inquiries, handling complaints, and walking them through the correct process according to their original request.
2. the agent will have to identify the current account status for appropriate action on both retail and lease nmac/ifs phone calls regarding a total loss incident, vehicle damage, titles, end of term, interest rate, post maturity date, and other subjects.
3. maintains a quality standard on all phone calls received/made, guaranteeing a minimum overall average percentage of 85% following our call model to assure all compliance, state, and federal regulations are within guidelines.
4. must be able to utilize all tools and resources available to proactively resolve our customer’s concerns and prevent any further callbacks.
5. must be able to follow all adherence guidelines to achieve a minimum target of 95%.
requirements
1. high school diploma; ba degree preferred.
2. knowledge of excellent customer service techniques (call center based preferably).
3. fluent in english.
4. ms office intermediate.
skills
1. basic understanding of the auto finance industry.
2. empathetic with difficult situations.
3. active listening.
4. customer focus.
5. good grammar and communication skills.
6. problem-solving and negotiation skills.
schedule:
availability to work 48 hrs per week. Schedules could fall within the time frame (6:00 am until 9:00 pm) from monday - friday and saturdays from 6:00 am until 5:30 pm. Depending on department requirements, a 6-day or 5-day schedule will be assigned for at least 6 months.
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