Bilingual Contact Management Agent

5 days ago

Burlington, Canada CNH Industrial Full time

Overview:
The
**Bilingual Contact Management Agen**t 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, Productivity Plus merchant and customer 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.

This position is eligible for
**HYBRID** work model from our Burlington, Ontario office.

**Responsibilities**:

- Proficient use of skill sets in Contact Management including, but not limited to: Customer Service, Dealer Service as trained, and Productivity Plus Merchant Services
- Answer incoming calls in the Contact 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, pay by phone 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 fee schedules, Finance Plus, lien filings, insurance
- Investigate and resolve merchant and customer questions and issues including (but not limited to): payments reporting, processing
- 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: address/phone number changes, 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:, fee waivers, 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
- Ensure compliance with all SOX, company policy, procedure, and all regulatory requirements within the department
- Annual Salary for this position is $58,000 - $83,000 plus annual bonus payout based on results. Actual salaries will vary and will be based on various factors such as skill, experience, and qualifications for the role

Qualifications:

- BA or BS in finance, business administration or related fields or continued course work for future graduation is preferred
- 1+ years Financial Services experience or transactional related experience; captive Financial Services experience a plus
- Must be fluent in both English/French

Preferred:

- Call center experience with demonstrated customer service skills
- Working knowledge of CNH systems including, SAP, ESS,, Finance Plus, SharePoint, Asset Finance, FreedomPay and Feith
- Proper phone etiquette, as evidenced by ability to discuss issues with dealers and customers in a positive and constructive manner
- Basic knowledge of AG and CE equipment preferred
- Ability to adapt to flexible work environment and schedule

Company Benefits:
CNH Industrial offers a wide variety of benefits that not only encourages wellness and preventive care, but we also provide the right tools and programs to help you achieve it. Our benefits package includes medical, dental, vision, disability, and life insurance. Our industry leading 401k will support you in meeting your retirement objectives.#LI-Remote.Additional benefits include paid parental leave, flexible work policies, opportunities for self-development and paid leave for specific activities. Click here for more information

EEO:
Read about our company’s commitment to pay transparency by clicking this link: pay transparency notice.

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