CUSTOMER SERVICE REPRESENTATIVE

Mision.
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 and/or 3rd Party (i.
.
Other Financial Institutions) inquiring on subjects like Payoffs, 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, 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 Titles, End of Term, Interest rate and other subjects.
Maintains a Quality Standard on all phone calls received guarantying a minimum overall average percentage of 70% following our Call model to assure all Compliance, State and Federal regulations are within guidelines.
Utilize all tools and resources available to proactively resolve our Customer’s concern and prevent any further call backs.
Follow all Adherence guidelines to achieve a minimum target of 95% Requirements.
Knowledge and skills.
Basic understanding of the auto finance industry Experience.
Knowledge on excellent Customer Service techniques (call center based preferably) Academic level.
High School diploma / Bachelor degree preferred Technical skills.
MS Office Intermediate Language.
Fluent English Skills.
Business Acumen (Knowledge) Continuous learning Resolution of problems and conflicts.
Negotiation and influence.
Analytical aptitude 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.
By   applying   for   the   advertised   position, candidates   acknowledge   that   Nissan Mexicana and   its   subsidiaries reserve   the   right   to   conduct   a   public   conduct   search   due   to   the   sensitive   nature   of   the   assets   and   information   involved   in   the   role.
This   includes,   but   is   not   limited   to,   proprietary   information,   financial   data, and   other   assets   requiring   safeguarding.
Nissan Mexicana and   its   subsidiaries   assure   confidentiality   and   compliance   with   all   legal   requirements   regarding   the   use   of   such   information.
By   applying   for   this   position,   you   are   consenting   to   this   check.
Aguascalientes Aguascalientes México