Customer Contact Specialist

Customer Contact Specialist

Requirements

• 3+ years of experience in Customer Service and/or Collections
• Must be able to work a flexible work schedule between the hours of 8am and 7pm with the potential for some weekday overtime and/or Saturdays from 8am to 2pm as business conditions dictate
• Minimum of High School Diploma/GED required

Responsibilities

• Manage customer and dealer relationships by using analytic skills and negotiating techniques to resolve delinquent customer accounts using all available collection tools while promoting customer retention and dealer satisfaction
• Analyze customer information such as equipment usage and value, crop planting cycles, income stream, weather conditions and economic data to determine the viability of alternative payment arrangements while protecting company assets
• Respond to customer and dealer inquiries timely via telephone and email. Inquires may include but are not limited to: payoff requests, current account balance, interest paid, requests for statements, taking real-time payments and processing demographic changes
• Respond to inquiries from Productivity Plus dealers/merchants on questions pertaining to revolving lines of credit by analyzing and resolving technical or other transactional issues pertaining to Gateway, Statement Messages or other merchant related questions
• Assist customers with online self-service website navigation, troubleshooting and account profile
• Collaborate with other departments to resolve customer and/or dealer complaints and issues in a timely and professional manner
• Contribute to team goals and objectives by meeting individualized performance metrics and targets
• Promote a customer centric culture by delivering a positive customer experience and ensuring the customer retention goals, customer service KPIs and delinquency targets for CNH Capital are a top priority

Preferred Qualifications

• Fluent in English and French is a plus
• Bachelor’s degree in a business-related field
• Strong problem-solving skills with attention to detail and the ability to multitask
• Soft Skills that include active listening, empathy, flexibility, conflict resolution, teamwork, collaboration, patience, and dependability
• Working knowledge and proficiency of CNH systems including but not limited to: Asset Finance, Default Manager and Feith
• Proficiency with Microsoft Office 365 applications
• Prior call center experience within the financial services or commercial banking industry