Candidate must be able to work within Eastern Time Zone. Assist with the daily activities of the Customer Service Department. Participate in the servicing of all internal and external customer inquiries and requests through telephone and written correspondence in a professional, correct, and timely manner while protecting the interests of Hitachi Capital America (HCA). Focus will be to continuously improve the customer experience within HCA while providing management with effective feedback to improve service.
Commitment to Internal Control:
The incumbent must understand, abide by, and uphold the system of internal controls related to the essential duties and responsibilities of the position.
Essential Duties and Responsibilities Include, But Are Not Limited To:
Responsible for responding to all internal and external customer service inquiries, and requests through telephone and written correspondence in a professional, correct, and timely manner while protecting the interests of HCA. The incumbent is required to directly resolve the customer inquiry or to direct the customer to the appropriate department within HCA Customer communications could include but are not limited to the following:
Insurance issues/ totals/updates/follow up
Credit references/ requests
Motor Vehicle Violations
Interest paid inquiries
Misapplied Money corrections
Suppressed Billing Report
Updating comments with the actions taken
End of term releases/doc. Returns
Work in conjunction with our preapproved vendors to ensure that insurance is in place for all accounts throughout the term. Complete timely follow up with those customers where the insurance has lapsed and take appropriate measures to resolve issues to the extent possible. Refer accounts to the Collections Department for handling those customers where there is no response to letters and/or telephone calls.
Under the guidance of the Senior Customer Service Rep, meet or exceed established department goals, follow process guidelines and procedures, and service level measures.
Track and identify incoming customer inquiries for reporting purposes where applicable.
Need to provide suggestions to develop and refine customer service policies and procedures, tracking and reporting and effective marketing tools based on your work experiences and customer feedback.
Cover for asset management, collections, titles, and secondary collections when requested
Perform other duties as assigned.
Responsibility and Decision-Making Authority:
Need to act independently to determine appropriate customer response and action necessary to resolve a customer inquiry. Must use good judgment in determining when to escalate a customer issue to the team leader and/or department manager.
Management/Supervisory Responsibilities: None
Knowledge, Skills, and Abilities:
Excellent interpersonal verbal and written communication skills. Bi-lingual in English and Spanish is a plus
Desire to work within a team environment.
Time management: The ability to organize and manage multiple priorities.
Must be PC/Windows literate; knowledge of Microsoft Office, Word, Excel, PowerPoint, and Internet; able to learn new and customized programs.
Possess effective customer service skills to ensure timely responses and resolutions to the customer requests.
Understand lease/legal documentation, terms and conditions of the lease, insurance, titling and UCC filing requirements
Critical thinker that can look “out of the box” for solutions and process improvement
Commitment to company values and policies.
Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ration discounts and percentages.
Education and Experience:
BA/BS, Business, Communications, or Finance strongly preferred or equivalent experience
1-3 years related experience with comparable financial institution. Customer Service experience preferred
Commercial collections and leasing industry experience a plus. Must have excellent customer service skills, self-motivational skills, self-confidence, and a positive attitude.
Licensing and Certification: N/A
Tools and Equipment Used: Personal computer, phone, and other typical office equipment
Hours may vary and will require some evening work; frequently requires working 40-45 hours/week and/or overtime depending on business needs
Travel: Minimal, as needed for business needs.
Digital dexterity and hand/eye coordination in operation of office equipment
Light lifting and carrying of supplies, files, etc.
Ability to speak to and hear customers and/or other employees via phone or in person
Body motor skills sufficient to enable incumbent to move from one office location to another
The job description does not constitute an employment contract, implied or otherwise, other than an “at will” relationship and is subject to change by the employer as the needs of the employer and requirements of the job change.
Internal Number: 1089
About Hitachi Capital America Corp.
Hitachi Capital America is a growing mid-size leasing and financial services company with a recognized name that is respected around the world. We have strong internal development programs to provide outstanding career opportunities to motivated performers. We are successful because we consistently meet and exceed customer needs, both internal and external. Excellence in customer service, in combination with our dedication to employee development, positions Hitachi Capital America for long-term success.