Customer Contact Specialist - CNH Industrial

CNH is a world-class equipment and services company that sustainably advances the noble work of agriculture and construction workers. The Company, with net revenues of ~$20B 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 line-up of construction products that make the industry more productive. Through 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. 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 Customer Contact Specialist is responsible for resolving past due customer receivables and 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.

• Manage customer and dealer relationships by using analytic skills and negotiating techniques to resolve delinquent customer accounts using all available collection tools while promoting customer retention and dealer satisfaction
• Analyze customer information such as equipment usage and value, crop planting cycles, income stream, weather conditions and economic data to determine the viability of alternative payment arrangements while protecting company assets
• 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
• Collaborate with other departments to resolve customer and/or dealer complaints and issues in a timely and professional manner
• 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

The annual salary for this role is $57,000- $70,400 (Actual salaries will vary and will be based on various factors, such as skill, experience and qualification for the role.)

The qualified candidate will have:

• 3+ years of 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 business conditions dictate

The ideal candidate will have:

• Bachelor's degree in a business-related field
• 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
• Working knowledge 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 
• Fluent in English and Spanish is a plus

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!

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 narecruitingmailbox@cnhind.com.

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.