Customer Contact Specialist – Financial Services

Overview

CNH Industrial is a world-class equipment and services company dedicated to advancing the noble work of agriculture and construction workers. Driven by our shared purpose of Breaking New Ground, we are passionate about bringing Innovation, Sustainability, and Productivity to all that we do. As a truly global company, CNH Industrial’s 37,000+ employees form part of a diverse and inclusive workplace, focused on empowering customers to grow, and build, a better world through our core brands: Case IH, STEYR, New Holland Agriculture, CASE, and New Holland Construction.

CNH Industrial Capital provides various loans, leases, insurance, credit cards and other financial products to customers and dealers of CNH Industrial. It manages ~USD 26B in receivables across four regions including North America, South America, EMEA and Asia Pacific.

The Contact Specialist / Level 1 – Customer Service is responsible for providing best-in-class service to customers and dealers for inquires on Retail Loans and Leases, Revolving Lines of Credit, or Commercial Lending Products while contributing to the monthly customer service goals and objectives of CNH Capital.

This is a Hybrid role out of our Burlington, ON office. 

Responsibilities

• Respond to customer and dealer inquiries timely via telephone and email. Inquires 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 measurements and targets
• Promote a customer centric culture by delivering a positive customer experience and ensuring the customer retention goals, customer service KPIs and delinquency targets for CNH Capital are a top priority

Qualifications

The qualified candidate will have:

• Associates degree with 1+ years successful experience in customer service and/or collections
• High school diploma/GED with 3+ years successful experience in customer service and/or collections
• Must be able to work a flexible work schedule between the hours of 8am and 7pm with the potential for some weekday overtime and/or Saturdays from 8am to 2pm as needed due to business conditions 

The ideal candidate will have:

• Strong problem-solving skills with attention to detail and the ability to multitask
• Soft Skills that include: active listening, empathy, flexibility, conflict resolution, teamwork, collaboration, patience and dependability
• Solid understanding and proficiency of CNH systems including but not limited to: Asset Finance, Default Manager and Feith
• Proficiency with Microsoft Office 365 applications
• Prior call center experience within the financial services or commercial banking industry

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. 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

US applicants: CNH Industrial is an equal opportunity employer. This company considers candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. Applicants can learn more about their rights by viewing the federal “EEO is the Law” poster and its supplement here. CNH Industrial participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. You can view additional information here.

If you need reasonable accommodation with the application process, please contact us at [email protected].

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

Canada applicants: CNH Industrial is an equal opportunity employer. This company considers candidates regardless of race, colour, religion, sex, sexual orientation, gender identity, nationality, place of origin, disability, marital status, family status, age, or any other ground prohibited by applicable provincial human rights legislation.

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