Rep Sr Title Svcs

Job description

Position Title

Rep Sr Title Svcs

Function

Credit Services

Site / Location of Position

US - Irving, TX

Legal Entity

Nissan Motor Acceptance Corp. (NMAC)

Posting Description

Job Summary
Performs a variety of functions to coordinate the workflow in the Title Services department. Assists the supervisor in maintaining operational control. Performs other duties as assigned.

Job Functions
Oversees departmental workflow and allocates manpower, as needed, in order to maintain daily service levels. Monitors completion of work by staff to verify work is completed according to standards. Demonstrates effective customer service skills to resolve escalated customer calls. Interacts and negotiates with a variety of external contacts including customers, dealers, DMV's and outside title vendor to resolve more complex title issues. Trains newly assigned personnel on NMAC title procedures. Provides guidance to staff on complex account issues. Assists supervisor in evaluating employee performance. Reviews employees' work for accuracy. Assists supervisor with monitoring title calls to ensure quality customer service is maintained, rates employee performance on calls and gives feedback to each employee regarding their calls. Assists supervisor with daily workflow preparation, management reports, special projects and user acceptance testing. Performs required departmental job functions accurately and within established timeframes, ensuring proper service levels are met. Occasionally presents departmental quarterly performance results to Processing Operations management staff. As necessary, performs other related duties of which the above are representative.
Minimum Qualifications
Job Knowledge and Skill:
General knowledge of automotive financing operations. Must be a self-starter with good problem-solving skills for resolving difficult account issues. Good customer service/interpersonal and telephone skills to interact with staff, internal and external customers, and outside vendors. Experience:
Three or more years of professional level experience in related field. Supervisory Experience:
Two or more years providing on-the-job training to new employees, but had no other formal supervisory responsibilities. Education:
High school diploma or GED.

Computer Skills:
Thorough computer knowledge such as word processor, spreadsheet, other PC applications, or mainframe applications to resolve complex problems in day-to-day situations.