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Contact Management Agent

Job Description:
Through its people and brands, CNH Industrial delivers power, technology and innovation to farmers, builders and drivers all around the world.
Each of its brands, including Case IH, New Holland Agriculture, Case and New Holland Construction, FPT Industrial, Capital, and Parts & Service, is a major international force in its specific sector.
The Contact Management Agent is primarily responsible for responding to dealer, merchant and customer inquiries.
Provide exceptional service to dealers, merchants and customers via first call resolution with timely, accurate, and consistent responses to customer account or dealer/merchant general inquiries.
Responsible for servicing captive portfolio, Dealer Services, and other new business initiatives as required.
Ensure best-in-class results regarding productivity, responsiveness and quality of service to meet or exceed team objectives.
The agent is responsible for ensuring all procedures, SOX, Delegation of Authority, and all applicable laws and regulations are followed.
Proficient use of skill sets in Contact Management including, but not limited to: Customer Service, Dealer Service, RNP, ESS/eSettlements Answer incoming calls in the Call Center and provide guidance and resolution to the caller including, but not limited to: Assist end customers, dealers, merchants, and internal CNH customers in obtaining accurate and timely information regarding accounts or general business procedures Retail account inquiries may include but are not limited to requests for payoff, account balance, interest paid, payment schedule information, and reproduction of statements or other documentation and correspondence Resolve general dealer issues and inquiries about retail financing as needed.
Dealer inquiries may include but are not limited to sales programs, fee schedules, Finance Plus, lien filings, contract preparation and insurance Assist dealers with wholesale settlement issues and inquiries.
Issues may include but are not limited to: to retail, monthly and/or past due settlements, invoice inquiries, short term or premier rental programs, and wholesale financial changes (3041 documents) Assist retail customers with online self-service website navigation, troubleshooting and profile information Demonstrate good judgment and professionalism in responding to and handling requests for account maintenance.
Such requests may include, but are not limited to: payment schedule changes, address/phone number changes, removal of debtor, collateral substitutions or transfers of contract.
Demonstrate sound decision-making skills and protect the company's interests when negotiating and initiating financial changes to retail accounts.
Such changes may include, but are not limited to: principal and interest waivers, fee waivers, correction of payment misapplications, partial payoff calculations and customer disbursements or refunds.
Identify, gather and communicate to management information regarding customer/dealer trends Maintain acceptable individual productivity and monitoring results to ensure team objectives are met Work within established guidelines for the handling of Non-Public Personal Information (NPI) and appropriate Delegation of Authority (DOA) levels Effectively communicate with retail customers, dealers, merchants, third parties such as insurance companies and lenders, other CNH functional areas and business units and management via excellent oral and written communication skills Perform and complete other miscellaneous duties, tasks, and projects as assigned This position can be located in New Holland, PA or Racine, WI.
Bachelor's Degree; In lieu of a degree, will consider those with an associate's degree plus 3 additional years of experience, a high school diploma plus 5 additional years of experience, and those pursuing a Bachelor's Degree for future graduation Previous Financial Services experience or transactional related experience required (1 -- 3 years minimum); captive Financial Services experience a plus The preferred candidate will have experience with the following: BA or BS in finance, business administration or related fields or continued course work for future graduation is preferred 1 year call center experience with demonstrated customer service skills preferred Working knowledge of CNH systems including Fidelity, IDS, SAP, ESS, Finance Plus, SharePoint, and Feith is preferred Proven ability to manage multiple initiatives concurrently and with a high degree of detail Must possess strong interpersonal, facilitation, communication (verbal and written), and team skills Ability to adapt to short and long term business requirements Demonstrated ability to interface with peers and management Proven ability to work in an effective team environment Proficiency in all MS Office programs Effective customer service, follow-up and written and verbal communication skills Proper phone etiquette, as evidenced by ability to discuss issues with dealers a

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