Customer Service Advocate

BMW Group • Columbus, OH

1d • 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 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

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 while being compliant, accurate and efficient in support of Average Handle Time and goals established.
• 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.
• 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

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