Customer Contact Specialist

CNH Industrial Group; New Holland (Lancaster County); Hybrid; USD 56,000 - 85,000; Full time

Benefits offered by this job

Savings & Retirement benefits

Parental leave

Adoption assistance

Fertility & Family building support

Employee Assistance Programs

Charitable contribution matching and V

Job summary

CNH Industrial is seeking a Customer Contact Specialist in New Holland, PA, to provide best-in-class service to customers and dealers for Retail Loans, Leases, Revolving Lines of Credit, and Commercial Lending products while helping CNH Capital meet monthly delinquency and service goals.

Ideal candidates have 1+ years in Customer Service or Collections, strong problem-solving skills, and proficiency with Microsoft Office 365.

Qualifications

• 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.

Responsibilities

• Respond to customer and dealer inquiries timely via telephone and email.
• Inquiries may include payoff requests, current account balance, interest paid, statements, real-time payments and demographic changes.
• Respond to revolving lines of credit questions from Productivity Plus dealers/merchants by analyzing and resolving issues pertaining to Gateway, Statement Messages or other merchant questions.
• Assist customers with online self-service website navigation and account profile information.
• Collaborate with other departments to resolve customer and/or dealer complaints in a timely and professional manner.
• Assist Collections with customer calling campaigns on retail loans and revolving lines of credit to reduce delinquency and improve portfolio performance.
• Contribute to team goals by meeting performance metrics and targets.
• Promote a customer centric culture by delivering a positive customer experience and supporting retention goals.

Skills

Customer Service

Collections

Microsoft Office 365

Education

Associates or Bachelor’s degree in finance/management/business administration

Tools

CNH Asset Finance

Default Manager

Feith

Job description

Job Location: New Holland - Pennsylvania - United States

Job Type: Full Time

Working Mode: Hybrid

About Us

Innovation. Sustainability. Productivity. This is how we are Breaking New Ground in our mission to sustainably advance the noble work of farmers and builders everywhere. With a growing global population and increased demands on resources, our products are instrumental to feeding and sheltering the world.

From developing products that run on alternative power to productivity-enhancing precision tech, we are delivering solutions that benefit people – and they are possible thanks to people like you. If the opportunity to build your skills as part of a collaborative, global team excites you, you’re in the right place.

Grow a Career. Build a Future!

Be part of this company at the forefront of agriculture and construction, that passionately innovates to drive customer efficiency and success. And we know innovation can’t happen without collaboration. So, everything we do at CNH Industrial is about reaching new heights as one team, always delivering for the good of our customers.

Job Purpose

The Customer Contact Specialist 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 delinquency and customer service goals and objectives of CNH Capital.

Key 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 the customer retention goals, customer service KPIs and delinquency targets for CNH Capital are a top priority

#LI-JB1

Experience Required

• 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 8:00AM and 7:00PM with the potential for some weekday overtime and/or Saturdays from 8:00AM to 2:00PM as business conditions dictate

Preferred Qualifications

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

Pay Transparency

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.)

For roles open across multiple locations, the salary range indicated refers to the primary location. If a different location is considered, the applicable salary range will be communicated to candidates prior to the first interview.

What We Offer

We offer dynamic career opportunities across an international landscape. As an equal opportunity employer, we are committed to delivering value for all our employees and fostering a culture of respect.

At CNH, we understand that the best solutions come from the diverse experiences and skills of our people. Here, you will be empowered to grow your career, to follow your passion, and help build a better future. To support our employees, we offer regional comprehensive benefits, including:

• Savings & Retirement benefits
• Parental leave
• Adoption assistance
• Fertility & Family building support
• Employee Assistance Programs
• Charitable contribution matching and Volunteer Time Off

Click here to learn more about our benefits offerings! (US only)

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 "Know Your Rights" poster 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.

Canada applicants: CNH Industrial is an equal opportunity employer. This company considers candidates regardless of race, color, 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.

Join us at the forefront of precision technology, driverless solutions, electrification, and alternative fuels. Be part of a team that makes a difference with their innovative thinking and inspired creativity.

Goodfield, US

India Purchase Control

Greater Noida, IN

Senior Commercial Analyst and SG&A Controller

CNH (NYSE: CNHI) is a global capital goods company specializing in equipment and services for Agriculture and Construction. The Company operates commercially through its brand portfolio which includes Case IH, New Holland Agriculture, CASE and New Holland Construction Equipment.

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