Customer Service Advocate - Bilingual

BMW Group•Columbus, OH

3d•$43,680•Hybrid

About The Position

Knowing the destination isn't enough: you need to know how to get there. Build up your own networks, exploit new ideas, consistently take the initiative. Inspire other people with your enthusiasm. That's the only way to give ideas the power that allows them to become true innovations.BMW Shared Services is posting this position on behalf of BMW Financial Services NA, LLC. BMW Financial Services NA, LLC was established in 1993, supporting the sales and marketing of BMW products. Subsequently, we have expanded beyond the leasing, retail and commercial financing of a traditional captive-finance company offering a broad variety of products tailored for the BMW, MINI and Rolls-Royce customers. Be a part of our exciting growth by expressing an interest in our Customer Service Advocate - Bilingual position located in Columbus, OH. WHAT AWAITS YOU. You will provide a premium customer experience to consumers during the different stages of their financial services contract while being compliant, accurate and efficient in support of Average Handle Time and goals established. You will address customer questions, concerns, and issues related to their inquiry after authenticating and verifying the identity of the customer. 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. To assist customers with various account maintenance tasks, you will engage cross-functionally with departments such as Collections and Lease Loyalty. 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. To be successful in this role, you will be trained on and expected to: Multitask and learn several computer programs, using multiple computer screens. Comply with all applicable State and Federal regulatory requirements, as well as BMW Policies and Procedures. Fully document the customer contact using the system tools available to maintain a complete customer contact history. Have a thorough understanding of how contracts work, including: Transaction history Contract types Interest accruals Lease/Loan Maturity Credit Reporting Title & Registration

Requirements

High school diploma or GED
6-12 months customer service or financial services industry experience
Bilingual in English and Spanish (writing and speaking)

Nice To Haves

Bachelor's degree
6-12 months early stage (0-29 days past due) collections experience
6-12 months automotive industry experience

Responsibilities

Provide a premium customer experience to consumers during the different stages of their financial services contract
Address customer questions, concerns, and issues related to their inquiry after authenticating and verifying the identity of the customer.
Assist customers with various account maintenance tasks, you will engage cross-functionally with departments such as Collections and Lease Loyalty.
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.
Multitask and learn several computer programs, using multiple computer screens.
Comply with all applicable State and Federal regulatory requirements, as well as BMW Policies and Procedures.
Fully document the customer contact using the system tools available to maintain a complete customer contact history.
Have a thorough understanding of how contracts work, including: Transaction history, Contract types, Interest accruals, Lease/Loan Maturity, Credit Reporting, Title & Registration