CUSTOMER CONTACT SPECIALIST

Requisition ID: 5320 | New Holland, Pennsylvania, United States | Full Time | Hybrid

About the role

The Customer Contact Specialist is responsible for providing best-in-class service to customers and dealers for inquiries on Retail Loans and Leases, Revolving Lines of Credit, or Commercial Lending Products while contributing to the monthly delinquency and customer service goals and objectives of CNH Capital.

Responsibilities

• Respond to customer and dealer inquiries timely via telephone and email. Inquiries 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 information.
• Collaborate with other departments to resolve customer and/or dealer complaints and issues in a timely and professional manner.
• Assist Collections with customer calling campaigns on retail loans and leases and Productivity Plus revolving lines of credit to reduce overall delinquency and improve portfolio performance.
• 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 customer retention goals, customer service KPIs, and delinquency targets for CNH Capital are a top priority.

Requirements

• Strong problem-solving skills with attention to detail and the ability to multitask.
• Experience in Customer Service and/or Collections.
• Proficiency with Microsoft Office 365 applications.
• Must be able to work a flexible work schedule between the hours of 8:00 AM and 7:00 PM with the potential for some weekday overtime and/or Saturdays from 8:00 AM to 2:00 PM as business conditions dictate.

Qualifications

• Associates or Bachelor's degree in a field such as finance, management, or business administration (preferred).
• At least 1+ years of experience in Customer Service and/or Collections (preferred).
• Working knowledge and proficiency of CNH systems including but not limited to: Asset Finance, Default Manager, and Feith (preferred).
• Prior call center experience within the financial services or commercial banking industry (preferred).
• Soft skills that include: active listening, empathy, flexibility, conflict resolution, teamwork, collaboration, patience, and dependability (preferred).
• Fluent in English and Spanish (preferred).

Pay

The annual salary for this role is USD $55,725.00 - $85,445.00 plus any applicable bonus. Actual salaries will vary and will be based on various factors, such as skill, experience, and qualification for the role.

Benefits

• Flexible work arrangements.
• Savings & Retirement benefits.
• Tuition reimbursement.
• Parental leave.
• Adoption assistance.
• Fertility & Family building support.
• Employee Assistance Programs.
• Charitable contribution matching and Volunteer Time Off.