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NMAC Training Newsletter
June 2024
OD2000025 WORK AT HOME TRAINING FY24
In 2020, the COVID pandemic impacted organizations across the globe. NMAC employees across the U.S. and Mexico were asked to take their equipment home, and we began a transition that has allowed many of us to work outside of our NMAC buildings at least a portion of our work week. Despite the fact that our physical workspace may have changed, the importance of data privacy and protecting our customer information has not.
To reinforce the importance of Nissan North America’s procedure outlining Flexible Work Arrangements (RNA-NNA-HR-H431), NMAC has updated its Flexible Office Guideline (RNA-NMAC-SF-1401), and all NMAC employees are asked to complete “OD200025 Work at Home Training FY24” by June 28, 2024.
This training has been assigned to you in Learning@Nissan, and you can open it from the “Learner Homepage” on the left side when you log in.
Celebrating Our Value
WE as a People Respect Individuality & Diversity for Equality!
Juneteenth, also known as “Emancipation Day” or the “Day of Freedom,” is both the somber and celebratory day to commemorate the Thirteenth Amendment abolishing slavery.
Ever since its inception in Galveston, Texas, on June 19, 1866 — one year after enslaved African Americans in the state learned of their freedom due to the Emancipation Proclamation and Thirteenth Amendment — Juneteenth celebrations tend to focus on education and reflection on the path to freedom and the steps still needed to achieve equity.
Let's be more innovative in finding ways to connect while embracing opportunities to support one another as we focus on reaching our goals, demonstrating pride within ourselves and Nissan. For more, click below!
Raise The Offer | Raise The Bar
Unless the full amount to collect (ATC) is being paid over the phone today, there is going to be an opportunity to raise the offer received from the customer. Ask for more of the past due amount, the payment paid sooner, fees paid, payment over the phone, or set up a second payment. The first offer raised should be an attempt to maximize the promise amount and bring the account to 0 days past due. Pairing the offer with an expectation for the customer will likely increase the acceptance of the offer.
For Example:
“In good faith, Nissan loaned you $XXX for the vehicle. So, in good faith, we need you to make an effort to make an acceptable arrangement. Can you pay $900 today?”
If the customer is unable to commit to a payment arrangement that brings the account current, reduce the amount you are requesting while still making attempt to maximize the payment amount.
If the account is 90 days past due, negotiate for two monthly payments. If the account is 60 days past due, negotiate for a payment arrangement that includes one and a half monthly payments. Another option would be to request a payment commitment that includes the monthly payment amount rounded to the nearest hundred.
Although a partial payment may resolve one monthly payment for some accounts, this negotiation tactic should be avoided. Instead of aiming to resolve a partial monthly payment, attempt to gain a payment arrangement that includes one full monthly payment in addition to the partial payment.
Remember, the goal is to include an additional amount on top of the original commitment so the past due balance can be paid down. Try to motivate the customer to agree to a counter offer by including a What’s In It For Me (WIIFM) statement.
For Example:
“In addition to the one month, can you pay an additional $150 to cover half of the next month’s payment and begin reducing the past due balance?”
“It will be possible to resolve the past due balance if you can continue paying $400 each month for the next three months.”
“Thank you for committing to pay the past due balance on Friday. To prevent your account from going further past due, can you make the payment over the phone with me today?”
Lastly, be courteous while assertive when speaking with resistant customers. This increases the chances of the customer keeping the payment commitment and ultimately being one step closer to bringing their account current and preventing a churn.
Friendly Reminder! Mandatory Compliance Trainings
As part of NMAC's commitment to regulatory compliance and maintaining the highest standards of ethics, we are thrilled to announce the launch of two essential annual Compliance courses:
Course Name: OD200023 Unfair, Deceptive or Abusive Acts or Practices - FY24
OD200023 Unfair, Deceptive, or Abusive Acts or Practices (UDAAP) - FY24 (csod.com)
Course Name: OD200022 Identity Theft / Red Flags Rule Awareness - FY24
OD200022 Identity Theft / Red Flags Rule Awareness - FY24 (csod.com)
These courses are designed to equip new employees with the knowledge necessary to navigate complex regulations and protect both our customers and the company, as well as serve as refresher trainings to established staff.
Courses launch June 10, 2024. To ensure full compliance, it is mandatory for all employees to complete these courses by September 15, 2024.
Your participation and dedication to compliance demonstrate our collective commitment to upholding integrity and trust in all our interactions. Let's embark on this training journey together to strengthen our compliance culture and safeguard our organization against potential risks.
Thank you for your cooperation and diligence in fulfilling this mandatory requirement.
Please Note: These trainings will be assigned to you.
"When you recognize the power of your voice, speaking up feels like the only thing to do."
Speaking up can feel like a big deal. So, when we see something concerning, it's understandable to feel uncertain about whether the situation warrants speaking up or not. When someone chooses not to speak up, it's typically because they don't want to appear petty, they're afraid of retaliation, or they're uncertain the act is actually misconduct. But a culture of trust requires us to be transparent when we see something that doesn't line up with our values. In such cases, you could start a conversation about the behavior and its impact with your manager or you may raise an inquiry through the SpeakUp system.
You are empowered to open an anonymous SpeakUp case in any of these situations:
- Bribery and corruption
- Conflicts of Interests
- Information leakage
- Accounting, auditing and financial reports violations
- Falsification of records or KPIs
- Fraud
- Harassment
- Trust
- Money Laundering
- Misappropriation of assets
- Not compliant with laws or regulations
- Not compliant with DOA and other corporate rules
- Environment, health and safety issues
- HR, diversity and workplace respect, etc.
The Nissan Way: Respect Others | Respect Society
We always treat our customers, colleagues and partners with respect and in the manner we would like to be treated ourselves. Everyone is encouraged to bring their whole-self to work, as we are proud that NMAC fosters a diverse and inclusive workforce and in all the ways we approach business. Even the executive sponsorship to support Business Synergy Teams [BST] represent how we unite, represent, and celebrate our communities. This month let’s celebrate with them in June Pride month and Juneteenth.
NMAC BOSS Training
During the sessions learners will participate in the following:
- NMAC Service Console & DEFI Navigation
- Simulations & E-learning
- Salesforce & Defi Live Demos
- Q&A
Total Loss Training - Makeups
Frontline Teams + Total Loss Team = Efficient Total Loss Process
Learning Objectives:
- Empower phone representatives to handle calls from customers on total loss accounts
- Upskill phone representatives to handle intake calls from insurance companies
- Examine differences in handling retail versus lease total loss accounts
- Explain how property taxes are handled on total loss accounts
V-Ops & V-FAST In-person Sessions @ NMAC
We are thrilled to announce two in-person classes this July with the "Value-Up" program, Nissan's global problem solving and continuous improvement program.
V-Ops Workshop provides tools to enhance your decision-making skills and to contribute to our collective success.
V-FAST Facilitator Training builds on project management skills and and cross-functional collaboration.
Join us!!
Register on L@Nissan or contact Cora Morgan @CORA.MORGAN@NISSAN-USA.COM
De-escalating Customer Calls
Learn how to handle those difficult Customer conversations and discuss new techniques to manage the call. We’ve all had those situations when the Customer is disgruntled or agitated. Learning WHEN and HOW to use de-escalation techniques are essential to maintaining control of the call and will help in the overall effectiveness of that Customer Contact. Come prepared to share your own best practices and participate in activities to showcase effective customer de-escalation techniques!
Gain permission to attend from your Supervisor, and click the link below to register for this virtual sessions.
CONGRATS: FEB, MAR & APR Collections 2024 Tax Season Results and more to come!
Big shoutouts to Collections leadership Amy Blakney, Sr. Manager & Wayne Nightengale, Director for their support.
Dear Collections & Support Departments:
Yes, in a time where our economy appeared to be uncertain, you overcame challenges and "leaped" over them like a persistent hurdler in a track race towards the finish line. Let's keep the passion!
We appreciate all that you do daily. Your 2024 Tax Season surpassed your 2023 season success by over +$30million Dollars more collected while providing "Service Excellence". Multiple "Compliment Calls and Emails" from our customers poured in about your commitment. We cannot forget to mention the higher Quality Monitoring score averages that proved you put our customers first.
One thing for sure is, that when we all operate as OneNissan we "shine bright like diamonds".
Well wishes to you and your family Wayne in Japan!
Winner's Circle - Winning Supervisor Teams
*MARCH 2024*
Under 60 Collections Team: Rickey Boone
$Dollars Collected/HR:
$1,706.58
Avg. QM % - 90%
- Marisol Maldonado
- Carolyn Waddleton
- Raquel Reyes
- Jazmine Brown
- Jada Haynes
- Eloey Granado
- Tori Sloan
- Yolanda Berry
- Tina King
- Shay Shazone
- Shantell Ferguson
*MARCH 2024*
60 Plus Collections Team: Adriana Melissa Ayala Diaz De Leon
$Dollars Collected/HR:
$1,402
Avg. QM % - 86%
- Cecilia Garcia
- Eduardo Paez
- Frida Mariana Blanca Moreno
- Pedro Ivan Cruz Aranda
*MARCH 2024*
90 Plus Collections Team: Adam Aceves
$Dollar Collected/HR:
$944.23
Avg. QM – 94%
- Suzana Guzman
- Michele Rachal
- Mike Ayala
- Jose Barron
- Franklin Allen
******************************************************************************************************
*APRIL 2024*
Under 60 Collections Team: Karla Barrera
$Dollars Collected /HR:
$1,124
Avg. QM - 85%
- Roberto German Acevedo Valentin
- Alejandra Isabel Villalobos Moons
- Pedro Antonio Tarango Cordova
- Ethan de Jesus Marinez Damian
APRIL 2024
60 Plus Collections Team: Corey Butler
$Dollars Collected/HR:
$881.00
Avg. QM - 75%
- Ahmad Alamoudi
- Shameika Winters
- Carol Scoggins
- Stevy Greene
- Paul Moody
- Reginal Hines
APRIL 2024
90 Plus Collections Team: Adriana Melissa Ayala Diaz De Leon
$Dollars Collected/HR:
$487
Avg. QM - 77%
- Cecilia Garcia
- Eduardo Paez
- Frida Blanco Moreno
- Pedro Ivan Cruz Aranda
See all "Winner's Circle" Recap Photos in the June's Collections Newsletter!
NMAC Training
Email: NMACTraining@Nissan-USA.com
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