Customer Service Advocate at BMW Financial Services NA, LLC. in Columbus, Ohio

Job Description:

As a Customer Service Advocate, you will be responsible for interacting with BMW, MINI, Motorrad, and Rolls-Royce customers through inbound and outbound calls while providing a premium customer experience during all stages of their Financial Services' contract. You will engage cross-functionally with departments such as Collections and Lease Loyalty to assist customers with various account maintenance tasks. Interactions with customers could include making a payment, updating contact information, web site assistance, promoting EasyPay and eInvoicing, and addressing questions and concerns related to all facets of the contract lifecycle. You will handle interactions in an efficient manner in support of Average Handle Time and established department goals, and fully document all customer contact using the system tools available.You will engage cross functionally with departments such as early-stage Collections and early-stage Lease End to assist customers with account maintenance (i.e., make payment, update contact information, etc.

WHAT AWAITS YOU.

• Comply with all applicable State and Federal regulatory requirements, as well as BMW Policies and Procedures


• Have a thorough understanding of how contracts work, including:
  
  
  
  • Transaction history
  
  
  • Contract types
  
  
  • Interest accruals
  
  
  • Lease/Loan Maturity
  
  
  • Credit Reporting
  
  
  • Title & Registration
  
  
  
  


• Address customer questions, concerns, and issues related to their inquiry after authenticating and verifying the identity of the customer. Handle interactions with the customer in an efficient manner in support of Average Handle Time and goals established.


• Fully document the customer contact using the system tools available to maintain a complete customer contact history. This includes attaching all electronic correspondence to the customer record and creating necessary Service Requests required to resolve the customer's inquiry. Document in an efficient manner in support of After Call Work goals established.


• Actively promote the use of products and services that will help reduce costs or generate revenue i.e. eInvoice, EasyPay, web site utilization and any other related self-service initiatives.


• Support Section Service Level objectives through active engagement with Schedule Adherence goals as established.


• Support initiatives from other Departments and areas of the BMW Group, that support retention initiatives and intersect with the customer services process, as directed.


• This position may take on additional duties and responsibilities, such as backfilling other roles, should the need arise.

Your shifts will vary between the hours of 9AM - 9PM on Monday - Thursday and 9AM - 6PM on Friday. Some evenings throughout the week will be required. During the initial training period, you will be working onsite with your colleagues, trainer, and management team.

WHAT YOU SHOULD BRING.

• High school diploma or GED


• 6-12 months customer service or financial services industry experience

Preferences:

• Bachelor's degree


• 6-12 months early stage (0-29 days past due) collections experience


• 6-12 months automotive industry experience

WHAT YOU CAN LOOK FORWARD TO.

• Medical, Dental, and Vision insurance


• 401(k) with Company match and Retirement Income Account


• Employee vehicle program


• Bonus eligibility


• Paid Parental Leave


• Generous PTO and Company paid holidays


• Voluntary Benefits to fit your needs

Relocation is not availiable for this position.

The pay range for this role is: $41,600.00 - $66,800.00.

The selected candidate's education, skills, experience, and location will be used to determine the final salary offer. All pay ranges are based on a full-time work schedule. This statement is in accordance with state and local pay disclosure requirements.

Even more so than the generous compensation and benefits, the culture and values of BMW of North America makes it the ultimate working environment. These values are Responsibility, Appreciation, Transparency, Trust, and Openness. We allow these values to guide the way we conduct ourselves and our business.

At BMW, we are driven by diversity, equity, and inclusion. We are proud to be an Equal Opportunity Employer and are welcoming of all individuals, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.