Customer Service Advocate

REAL ADDED VALUE: A CONTENTED CUSTOMER. WE ALWAYS GO THE EXTRA SMILE. USE NUMBERS. CREATE JOY. BMW FINANCIAL SERVICES.

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.

About the role

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.

Responsibilities

• Receive inbound customer calls from 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 while being compliant, accurate, and efficient in support of Average Handle Time and established goals.
• Handle interactions including making a payment, updating contact information, website assistance, promoting EasyPay and eInvoicing, and addressing questions and concerns related to all facets of the contract lifecycle.
• Assist customers with various account maintenance tasks by engaging 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, such as eInvoice, EasyPay, website utilization, and other 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.
• Develop a thorough understanding of how contracts work, including:
  • Transaction history
  • Contract types
  • Interest accruals
  • Lease/Loan Maturity
  • Credit Reporting
  • Title & Registration

Schedule

• Shifts vary between the hours of 9 AM – 9 PM on Monday – Thursday and 9 AM – 6 PM on Friday.
• Some evenings throughout the week will be required.
• Training will be conducted onsite for the first six weeks of employment, Monday through Friday, 9:00 AM to 6:00 PM.

Pay

$41,600.00 with opportunities to earn additional incentives. Pay is based on a full-time work schedule.

Requirements

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

Qualifications

Preferences:

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

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.

This is a hybrid role based in Columbus, OH, requiring regular attendance in the office. Position requires onsite work during the 6-week training period. Relocation assistance is not available.

As part of the hiring process, you may be required to successfully pass a background check, including verification of education, prior employment, criminal history, credit check history, and pre-employment drug screen.

BMW complies with all applicable U.S. immigration laws and regulations. Applicants must be currently authorized to work in the United States on a full-time basis without the need for employer support or sponsorship now or in the future.