Customer Services Senior Agent with Spanish

We don't just make history we make the future. Ford put the world on wheels over a century ago, and our teams are re-inventing icons and creating groundbreaking connected and electric vehicles for the next century. We believe in serving our customers, our communities, and the world. If you do, too, come move the world and make the future with us.

- Fluency in spoken and written Spanish language - Candidate should be able to hold seamless conversations in Spanish over phone and chat with dealers, customers, third party collection agencies and other external parties.

- Working knowledge of English language - Candidate should be able to understand conversations in English as part of training modules, and also read emails/documents written in English. Basic fluency in language will suffice.

- Previous experience of 3-5 years in role of a Customer services or collections agent with banking or non-banking financial firms is preferred.

- Execute changes in the system based on customer requests.
- Handle inbound and outbound telephonic or mail queries from customer related to personal data change, statement request, notification of payment or payoff request, etc.
- Prepare the delivery note daily for sending envelopes to post offices through the center.
- Respond to requests for information about customers / vehicles, received from Official Bodies (Courts, Social Security, Treasury, etc.).
- Prepare and send certificates of debt or completion or copies of contract at the request of customers/dealers.
- Carry out procedures related to the early settlement (partial or total) of operations, providing information to the customer directly or to the dealer about the amount-,
- Prepare shipping document to the client, together with the amortization scheduled, duly signed.
- Manage and analyze the retail creditors file and monitor it to have the necessary documentation, as well as the account where to make the transfer you order through systems.
- Coordinate with third party insurance firms on topics related to repayments of credit balances in case of total settlement of the loan. Contact customers and ask for the necessary documentation for reimbursement, in case of death or absolute disability, following the existing procedure for this purpose.
- Monitor deposits of the month to be returned.
- Control of lien registration/waiving process.
- Manage any other request from customers through any of the communications channels (email, web, postal mail, phone…)

Our benefits:

- Hybrid working model supporting work-life balance
- Increased vacation plan
- Christmas, Easter, Vacation and March bonus
- Bonuses for special family events
- Transportation allowance
- Car purchasing special programs
- Meal tickets
- Team events
- Bookster
- Fresh fruits in the office
- Discount to gym activities and restaurants
- Mental health care program
- Volunteering programs
- Friendly working space close to metro station