The position is responsible on 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 Party (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 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 callbacks.
• 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 on Excellent Customer Service Techniques (Call Center based preferably)

3. Fluent English written and spoken

4. MS Office Intermediate

Skills/Competencies:

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 am until 9 pm) during Monday - Friday and Saturdays from 6 am until 5:00 pm

Depending on Department requirements, a 6 day or 5 schedule will be assigned for at least 6 months.

Hybrid Scheme