Customer Service Analyst

Location: Aguascalientes
Job schedule: Full-time On site

• Provide excellent and efficient quality service in inbound calls from NMAC or IFS customers, businesses, dealerships, and third parties regarding loan and lease accounts and technical support for the NMAC/IFS website.
• Handle inquiries and complaints, walking callers through the correct processes for their requests in primarily English with occasional Spanish calls.
• Identify current account status for appropriate actions on retail and lease calls regarding titles, end of term, interest rates, and other subjects.
• Maintain a quality standard on all calls, ensuring a minimum overall average score of 70% in accordance with the Call model and compliance with state and federal regulations.
• Use all available tools and resources to proactively resolve customer concerns and prevent further callbacks.
• Follow adherence guidelines to achieve a minimum targe...