Sr. Contact Specialist - Team Lead

Overview

CNH Industrial is a world-class equipment and services company. Driven by its purpose of Breaking New Ground, which centers on Innovation, Sustainability and Productivity, the Company provides the strategic direction, R&D capabilities, and investments that enable the success of its five core Brands: Case IH, New Holland Agriculture and STEYR, supplying 360° agriculture applications from machines to implements and the digital technologies that enhance them; and CASE and New Holland Construction Equipment delivering a full lineup of construction products that make the industry more productive. Across a history spanning over two centuries, CNH Industrial has always been a pioneer in its sectors and continues to passionately innovate and drive customer efficiency and success, driven by its purpose of Breaking New Ground. As a truly global company, CNH Industrial’s 35,000+ employees form part of a diverse and inclusive workplace, focused on empowering customers to grow, and build, a better world.

 

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 Sr. Contact Specialist Team Lead is responsible for leading, coaching, and motivating a regionalized team of Customer Contact Specialists to deliver best-in-class service. The role focuses on assisting customers and dealers with inquires related to Retail loans and Leases, Revolving Lines of Credit and Commercial Lending products, while also managing past-due receivables within an assigned portfolio. The Team Lead plays a critical role in achieving monthly customer service and delinquency goals for CNH Capital by ensuring high service standards, optimizing team performance, and driving customer satisfaction.

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
• Resolve general dealer issues and questions regarding retail or commercial financing, lien filings and insurance products
• Use analytic skills and negotiating techniques to resolve delinquent customer accounts greater than 90 days past due using all available collection tools while promoting customer retention and dealer satisfaction
• Provide coaching, training, and development to team members to further enhance customer service and collection skill sets and drive departmental performance
• Participate in various projects assigned by management including but not limited to: system testing, procedure and workflow updates, training exercises, customer self-service enhancements and departmental work schedules
• 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

 

The annual salary for this role is $64,000 - $94,000 (Actual salaries will vary and will be based on various factors, such as skill, experience and qualification for the role.)

Qualifications

• Associates or Bachelor’s degree (business-related field such as finance, management or business administration preferred)
• 3 + years of combined experience in Customer Service and Collections
• 6m months + call center experience within the financial services or commercial banking industry
• 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 business conditions dictate

Preferred

• Strong problem-solving skills with attention to detail and the ability to multitask in a fast-paced environment
• Demonstrated ability to discuss and resolve complex issues with customers and dealers
• Soft Skills that include: active listening, empathy, flexibility, conflict resolution, teamwork, collaboration, patience and dependability
• Working knowledge of CNH systems including but not limited to: Asset Finance, Default Manager, SAP, ESS, Finance Plus, Freedom Pay and Feith
• Proficiency with Microsoft Office 365 applications

Company Benefits

CNH Industrial offers a wide variety of benefits that not only encourages wellness and preventive car