Key Responsabilities: 

• 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 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 guarantying 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 concern and prevent any further call backs.  
• Must be able to follow all Adherence guidelines to achieve a minimum target of 95% 

Requirements

• High School Diploma; BA Degree (preferred)
• Knowledge on Excellent Customer Service Techniques (Call Center based preferably)
• English 90% or above (mandatory)
• MS Office Intermediate
• Working on site (Aguascalientes)

Previous Work Experience: 6 months to 1 year in Call Center 

Schedule:

• Availability to work 48 hrs per week (from Monday to Saturday)
• Schedules could fall within the time frame 06:00 am until 8:00 pm from Monday - Friday and Saturdays from 6:00 am until 4:00 pm
• Fixed schedules (They could be changed every 6 months)

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