Customer Service Representative

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.e. 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 the 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 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 on excellent Customer Service techniques (call center based preferably)

High School diploma /Bachelor'sr degree preferred

MS Office Intermediate

Fluent English

Skills:

Business Acumen (Knowledge)

Continuous learning

Resolution of problems and conflicts.

Negotiation and influence.

Analytical aptitude

Empathetic with difficult situations

Active Listening

Customer Focus

Good Grammar and Communication Skills

Problem Solving and Negotiation Skills

Schedule:

We are currently open from Monday through Friday from 6:00 am until 9:00 pm and Saturdays from 9:00 am until 2:00 pm

Schedules could fall within the time frame (6:00 am until 8:00 pm) during Monday - Friday and Saturdays from 9:00 am until 2:00 pm

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

-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.