Sr. Contact Specialist Team Lead - Collections

CNH Industrial is a world-class equipment and services company dedicated to advancing the noble work of agriculture and construction workers. Driven by our shared purpose of Breaking New Ground, we are passionate about bringing Innovation, Sustainability, and Productivity to all that we do. As a truly global company, CNH Industrial's 37,000 employees form part of a diverse and inclusive workplace, focused on empowering customers to grow, and build, a better world through our core brands: Case IH, STEYR, New Holland Agriculture, CASE, and New Holland Construction.

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 - Collections is responsible for coaching, motivating and training a team of Customer Contact Specialists focused on resolving past due customer receivables within an assigned geographical portfolio while contributing to the monthly delinquency and customer service goals and objectives of CNH Capital.

Use analytic skills and negotiating techniques to resolve delinquent customer accounts greater than 60 days past due using all available collection tools while promoting customer retention and dealer satisfaction
• Motivate and train assigned team members on effective collection queue management by ensuring collection timelines and procedures are followed and to ensure proper utilization of all available collection tools such as on-line payments and payment schedule changes
• Review, approve and process transactions from assigned team members for waivers, write-offs, adjustments, payment schedule change requests, collection agency assignments and repossession placements
• 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
• 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
• Provide coaching and training to team members to further enhance employee skill set and drive departmental 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

The annual salary for this role is $64,125-$94,050 (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:

• Associates degree (business-related field such as finance, management or business administration preferred)
• 5 years of combined experience in Customer Service and 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
• Prior call center experience within the financial services or commercial banking industry
• 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 and proficiency with 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 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.