CUSTOMER SERVICE REPRESENTATIVE

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).
Also providing such service to NMAC/IFS Dealerships and/or 3rd Parties i.
.
Other Financial Institutions) inquiring on subjects like Payoffs, Titles and theirs.
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, 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 Titles, End of Term, Interest rate, and other subjects.
·         Maintains a Quality Standard on all phone calls received guaranteeing a minimum overall average percentage of 70% following our Call model to ensure all Compliance, State, and Federal regulations are within guidelines.
·         Utilize all tools and resources available to proactively resolve our customer’s concerns and prevent any further callbacks.
·         Follow all Adherence guidelines to achieve a minimum target of 95%.
Requirements.
·         Knowledge and skills.
Basic understanding of the auto finance industry Experience.
·         Knowledge of excellent Customer Service techniques (call center-based preferably) ·         Academic level.
·         High School Diploma / Bachelor's degree (preferred) ·         Technical skills.
·         MS Office Intermediate ·         Fluent English Skills.
·         Business Acumen (Knowledge).
·         Continuous learning ·         Resolution of problems and conflicts.
·         Negotiation and influence.
·         Analytical aptitude     Schedule.
We are currently open from Monday through Friday from 6.
am until 8.
pm and Saturdays from 6.
am until 5.
pm (There could be a possibility of extending the service window until 9.
pm [from Monday – Friday only] in the future.
Depending on Department requirements, a 6 day or 5 schedules will be assigned for at least 6 months.
-Nissan (NMEX,NEdM, 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,NEdM, 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 México