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) 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, Insurance Companies, and/or 3rd 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

• 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.

• 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

• 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.

• Must be able to utilize all tools and resources available to proactively resolve our Customer's concerns and prevent any further callbacks.

• Must be able to follow all Adherence guidelines to achieve a minimum target of 95%

Requirements

• High School Diploma; BA Degree preferred

• Knowledge of Excellent Customer Service Techniques (Call Center based preferably)

• Fluent English

• MS Office Intermediate

Skills

• Basic understanding of the auto finance industry.

• Empathetic with difficult situations

• Active Listening

• Customer Focus

• Good Grammar and Communication Skills

• 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 schedule will be assigned for at least 6 months.

• Nissan (NMEX,NEd M, 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,NEd M, 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