Customer Service Advocate

BMW Group•Columbus, OH

19h•Hybrid

About The Position

It takes a team with exceptional interpersonal skills and a can-do attitude to deliver great customer service. People who are always prepared to go the extra smile to find solutions that satisfy the needs of our customers and our business. People who want to place themselves optimally to develop their capabilities. So, if you enjoy a culture of open exchange and mutual trust, and you’d like to take on a fast-paced role within a highly motivated team, join us in driving the future of personalized financial services. 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. 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 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

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

Interacting with BMW, MINI, Motorrad, and Rolls-Royce customers through inbound and outbound calls
Providing a premium customer experience during all stages of their Financial Services’ contract
Engaging cross-functionally with departments such as Collections and Lease Loyalty to assist customers with various account maintenance tasks
Making a payment
Updating contact information
Web site assistance
Promoting EasyPay and eInvoicing
Addressing questions and concerns related to all facets of the contract lifecycle
Handle interactions in an efficient manner in support of Average Handle Time and established department goals
Fully document all customer contact using the system tools available