Customer Contact Specialist

CNH; New Holland (Lancaster County); On-site; USD 56,000 - 85,000; Full time

Job summary

CNH Capital is seeking a Customer Contact Specialist to provide best-in-class service to customers and dealers on Retail Loans, Leases, Revolving Lines of Credit, and other lending products. You will help manage delinquencies and support monthly goals within a collaborative, global CNH team.

The role requires strong problem-solving, prior customer service/collections experience, and proficiency with Office 365.

Qualifications

• Strong problem-solving skills with attention to detail and multitasking.
• Experience in Customer Service and/or Collections.
• Proficiency with Microsoft Office 365 applications.
• Flexible work schedule between 8:00AM and 7:00PM including occasional overtime/Saturdays.

Responsibilities

• Respond to customer and dealer inquiries via telephone and email.
• Handle payoff requests, balance inquiries, statements, and payments.
• Assist customers with online self-service navigation and profile info.
• Collaborate with departments to resolve complaints promptly.
• Support Collections with outreach to reduce delinquency and improve portfolio performance.
• Contribute to team KPIs and customer retention."
• Maintain customer-centric approach and uphold service quality.

Skills

Problem solving

Customer service

Collections experience

Microsoft Office 365

Education

Associate or Bachelor’s degree in finance/management/business

Tools

CNH systems: Asset Finance

CNH systems: Default Manager

CNH systems: Feith

Job description

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.

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. 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 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

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.

Benefits 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:

• 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

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.

If you need reasonable accommodation with the application process, please contact us at [e-mail].