Customer Service Advocate

BMW Group • Columbus, OH

3d • 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.
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 customer. Be a part of our exciting growth by expressing an interest in our Customer Service Advocate 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.

Requirements

• High school diploma or GED
• 6-12 months customer service or financial services industry experience
• 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

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
• Actively promote the use of products and services that will help reduce costs or generate revenue

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees