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Bilingual Financial Contact Management Agent

Company: CNH Industrial
Location: Racine
Posted on: January 21, 2023

Job Description:

Bilingual Financial Contact Management Agent


US-WI-Racine - US-PA-New Holland




Financial Services

Position Type



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. The Contact Management Agent is primarily responsible for responding to dealer, merchant and customer inquiries. Provide exceptional service to dealers, merchants and customers via first call resolution with timely, accurate, and consistent responses to customer account or dealer/merchant general inquiries. Responsible for servicing captive portfolio, Dealer Services, and other new business initiatives as required. Ensure best-in-class results regarding efficiency, responsiveness and quality of service to meet or exceed team objectives. The agent is responsible for ensuring all procedures, SOX, Delegation of Authority, and all applicable laws and regulations are followed. This position follows a hybrid work model from our Racine, WI or New Holland, PA Office.


Responsibilities include:

  • Proficient use of skill sets in Contact Management including, but not limited to: Customer Service, Dealer Service, RNP, ESS/eSettlements
  • Answer incoming calls in the Call Center and provide guidance and resolution to the caller including, but not limited to:
  • Demonstrate good judgment and professionalism in responding to and handling requests for account maintenance. Such requests may include, but are not limited to: payment schedule changes, address/phone number changes, removal of debtor, collateral substitutions or transfers of contract.
  • Demonstrate sound decision-making skills and protect the company's interests when negotiating and initiating financial changes to retail accounts. Such changes may include, but are not limited to: principal and interest waivers, fee waivers, correction of payment misapplications, partial payoff calculations and customer disbursements or refunds.
  • Identify, gather and communicate to management information regarding customer/dealer trends
  • Maintain acceptable individual productivity and monitoring results to ensure team objectives are met
  • Work within established guidelines for the handling of Non-Public Personal Information (NPI) and appropriate Delegation of Authority (DOA) levels
  • Effectively communicate with retail customers, dealers, merchants, third parties such as insurance companies and lenders, other CNH Industrial functional areas and business units and management via excellent oral and written communication skills
  • Facilitate and/or complete assigned system testing as required
  • Participate in various projects as required
  • Ensure all procedures and training manuals and materials are routinely updated to include the most recent system and policy changes
  • Identify cost savings opportunities and upline process and procedural changes for approval which include departmental and project related tasks
  • Provide exceptional service to all internal and external customers to maintain customer retention and loyalty
  • Work within the framework of established procedures, workflows and approval authorities to ensure compliance with federal, state, and local requirements as well as the parameters for risk management to minimize loss to CNHC
  • Assist in creating new or updating procedures and workflows
  • Ensure compliance with all SOX, company policy, procedure, and all regulatory requirements within the department
  • Responsible for meeting all service level agreements
  • Perform and complete other miscellaneous duties, tasks, and projects as assignedAnnual Salary for this position is $56,000 - $81,000 plus annual bonus payout based on results. Actual salaries will vary and will be based on various factors such as skill, experience, and qualifications for the role


    • Bilingual in French/English (Read/Write/Speak)
    • Bachelor's degree and 2+ years of customer service related work experience within an office setting
    • OR Associates Degree/Journeyman and 4+ years of relevant experience
    • OR High School Diploma and 6+ years relevant experienceThe ideal candidate will have:
      • 1 or more years of Financial Services experience or transactional related experience; captive Financial Services experience a plus
      • 1 year call center experience with demonstrated customer service skills preferred
      • Effective customer service, follow-up and written and verbal communication skills
      • Proven ability to manage multiple initiatives concurrently and with a high degree of detail
      • Work within assigned Delegation of Authority (DOA) levels (e.g. document release, late fee and other fee waivers)
      • Demonstrated sense of urgency and follow through
      • Passion for continuous improvement


        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 call 1-800-889-4422 option 1 and then option 5, or 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.

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Keywords: CNH Industrial, Racine , Bilingual Financial Contact Management Agent, Accounting, Auditing , Racine, Wisconsin

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