Sr. Contact Specialist - Team Lead

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.

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.)

• 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

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 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@cnh.com.

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.