Contact Management Manager

CNH Industrial (Burlington ON, Canada) 1 day ago

Through its people and brands, CNH Industrial delivers power, technology and innovation to farmers, builders and drivers all around the world. Each of its brands, including Case IH, New Holland Agriculture, Case and New Holland Construction, FPT Industrial, Capital, and Parts & Service, is a major international force in its specific sector.

Responsible for managing all aspects of the Contact Management Department including (but not limited to): Call Center, inbound call resolution, Customer Service, Dealer Settlements, Dealer Support,. as it pertains to retail loans, leases. Conduct dealer and customer account research for problem resolution as required. Ensure best-in-class results regarding productivity; responsiveness and quality of service to meet or exceed team objectives. The Manager is responsible for ensuring all SOX, Delegation of Authority, and all applicable FDCPA (Fair Debt Consumer Protection Act) and other regulatory regulations are followed. The Manager is responsible for effectively supervising multiple direct staff members working both on and off site.


Span of control - Delegation of Authority:

  • As approved – Fee waivers
  • As approved – Transfer funds between or within accounts
  • As approved – Approval for refunds

Direct management and leadership of internal staff:

  • Monitor employees to ensure sufficient call center phone coverage and successful completion of assigned tasks
  • Ensure responses to inquiries from customer, internal personnel, as well as all processing transactions performed within the department, are accurate and provided in a timely manner
  • Responsible for meeting performance objectives relating to retail/lease accounts Ensure all approvals and system maintenance meet requirements of DOA, SOX, company policy/procedure, regulatory requirements and departmental procedure compliance
  • Track agent performance to ensure agents are meeting objectives
  • Meet with the agents for coaching, training, and development needs (including QA assessments and individual agent action plans)
  • Respond to email, telephone escalations, address immediate issues with agents, and address personnel issues
  • Reward success and celebrate accomplishments to promote teamwork
  • Mentor and coach staff to ensure highest standards of work are met
  • Ensure team compliance with all company policies and procedures
  • Effectively train staff to ensure productivity effectiveness and procedure compliance
  • Conduct weekly/monthly progress and strategy meetings with staff to ensure all departmental and company objectives are met
  • Maintain the daily workflow in the department in order to maximize productivity
  • Recruit, interview, and recommend hiring potential of candidates for open positions
  • Review and maintain employee attendance records
  • Complete monthly audit and review of agent QA, KAT, and live monitoring stats
  • Provide feedback, complete, assess, and conduct employee performance reviews
  • Manage training opportunities to ensure best-in-class service for dealers and career opportunities for employees.

Manage call center activities and functions:

  • Schedule and monitor the availability of the staff to ensure adequate call center phone coverage
  • Ensure that calls are handled according to agreed upon priorities
  • Live monitor agent phone calls to ensure best-in-class service
  • Ensure all approvals and system maintenance meet requirements of DOA, SOX, company policy/procedure, regulatory requirements and departmental procedure compliance
  • Ensure responses to inquiries from customers, and internal personnel, as well as all transactions performed within the department, are accurate and provided in a timely manner
  • Monitor and/or investigate and resolve customer complaints and issues; including disputes and reconciliations
  • Approve and negotiate resolution on accounts with customers and dealers
  • Investigate and resolve escalated customer and dealer complaints, issues, or disputes
  • Ensure policies and procedures are followed
  • Provide timely response and resolution to customer, dealer, and internal/external requests
  • Ensure all service levels are achieved monthly

Prepare reporting analysis for management review and make recommendations as required:

  • Complete adhoc reports and develop reporting as needed
  • Complete monthly reporting packages for management
  • Track agent performance to ensure agents are meeting objectives
  • Pull daily, weekly, monthly telephone reports and review telephone stats to identify trends and determine appropriate staffing levels

Effectively monitor and oversee:

  • Complete all escalated DOA approvals in accordance with company policy and procedure
  • Lead, participate, consult, and execute various projects
  • Responsible for creating and/or updating procedures and workflows along with all applicable process mapping
  • Identify problems/trends and implement alternative courses of action to ensure department meets its overall goals and objectives
  • Identify cost savings opportunities and implement process and procedural changes which include departmental and project related tasks
  • Ability to effectively communicate with dealers and customers through excellent oral and written communication skills
  • Communicate with management regarding any complaints against the company, workload backlogs and environmental and/or economic issues that impact team processes or any other areas of concern
  • Responsible for meeting performance objectives relating to US commercial revolving accounts
  • 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
  • Identify cost savings and efficiency opportunities and implement process and procedural changes which include departmental and project related tasks
  • Provide exceptional service to all internal and external customers to maintain customer retention and loyalty
  • Perform miscellaneous duties, tasks, and projects as assigned by management

The qualified candidate will have:

  • BA or BS in finance, business administration or related field
  • 3+ years financial services experience or transactional related experience with strong business acumen; captive Financial Services experience a plus

The preferred candidate will have:

  • 3+ years supervisory or management experience preferred
  • Proven ability to manage multiple initiatives concurrently and with a high degree of detail
  • Solid business acumen and theoretical knowledge of general business management
  • Excellent Business Writing and Presentation Skills
  • Proven ability to influence, drive change, and achieve results
  • Must possess strong interpersonal, facilitation, communication (verbal and written), and team skills
  • Strong analytical and project management/planning abilities necessary
  • Strong problem solving skills
  • Ability to adapt to short and long term business requirements
  • Working knowledge of CNH systems including Fidelity, IDS, SAP, ESS, FDR, Finance Plus, SharePoint, and Feith preferred
  • Demonstrated sense of urgency and follow through
  • Demonstrated ability to interface with a high level of management
  • Proven ability to coach, train and develop others
  • Passion for continuous improvement
  • Proficiency in all MS Office programs
  • Demonstrated strong leadership abilities and aptitude
  • Excellent written and verbal communication skills
  • Ability to discuss issues with dealers and customers in a positive and constructive manner. (proper phone etiquette)
  • Working knowledge of AG and CE equipment
  • Excellent computer skills in: Microsoft Windows, Finance Plus 8.0 Solution Center, Word, Excel, Feith, Fidelity, IDS, MT Dump, MT Queues, Dealer Portal, ESS, FDR, and SAP preferred
  • Demonstrated ability to identify customer/dealer needs and communicate those to management by meeting and exceeding stated performance objectives
  • In depth knowledge of CNH interdepartmental processes and procedures
  • Ability to adapt to flexible work environment
  • Demonstrate high energy/self-starter
  • Work within authorities assigned in DOA (i.e. interest waiver approvals, document release, transfer of funds, waiving late fees and other fees, credit bureau modifications)
  • Ability to multi-task
  • Ability to speak french is preferred

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.

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.

Contact Management Manager

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