At BMW Group, our dedicated customer service teams always go the extra mile, proactively meeting people’s needs with a truly personal touch. And everyone has a role to play when it comes to making our customers happy. So whether you’re passionate about helping others or finding elegant solutions to complex problems, you’re sure to find an exciting challenge with us. Fostering a culture where everyone feels empowered, rewarded and supported is the driving force behind our success. So join us in changing the way the world moves for good.
The Lease Maturity Specialist is primarily responsible for managing and developing relationships with maturing Lease and Balloon Finance Customers, as well as their assigned BMW, MINI, and Rolls-Royce Motor Car Retailers through inbound/outbound calls and written communication. The Lease Maturity Specialist will support Customers with any maturity related inquiries, ensuring they are clear on their options and obligations, and guiding the account to a resolution that promotes brand loyalty, provides premium Customer service, and minimizes loss exposure. The Lease Maturity Specialist will also support the BMW Group Retailer Network as it pertains to the Lease Maturity and grounding process. This role is primarily a Customer Service Call Centre function that requires shift hours for phone coverage.
Specific responsibilities include:
Punctual adherence to departmental phone coverage requirements
Maintain consistent and proactive Customer communication for accounts including, but not limited to, Pull-Ahead, Employee, and BMW Group Partnership Accounts
Support Customer retention and repeat sales through all activities associated with the pre- and post- maturity processes, including answering Customer inquiries, informing Customers of their options and obligations, reviewing inspection reports, and providing any documentation necessary to resolve the account
Process Lease Extension requests from assigned Retailers
Proactively manage assigned over-term accounts
Minimize loss exposure of accounts through enforcement and collection of Lease-End charges
Customer complaint handling and issue resolution management
Consult with Retailers and utilize all resources necessary including repossession requests to ensure the proper return of leased vehicles
Assist Area Sales Managers with questions and concerns
Collaborate with other departments, both locally and internationally, to define more efficient and effective processes
Some preparation and review of reports as required
Support testing for system enhancements related to the Lease Maturity process as required
Flexibility with working hours (rotating weekday shift schedules as late as 8:00pm)
One to two years of Call Centre experience
One to two years of Automotive or Financial Services experience
Fluent Bilingualism (English/French) is preferred and is a strong asset
Strong communication skills and experience providing premium Customer service
Demonstrated attention to detail, with a focus on accuracy
Bachelor’s Degree in Business or related experience
Ability to make decisions and take ownership of Customer requests
Excellent prioritization, organizational and multi-tasking skills
Strong computer skills, including Word and Excel; previous experience with Siebel is an asset
Self-starter and shows initiative
Ability to work in a fast-paced, team environment
Demonstrates a strong commitment to the team, embracing our core values: Responsibility, Appreciation, Trust, Transparency, Openness
Benefits of working at BMW Group Canada include:
An award winning culture.
Cutting edge of innovation and creativity.
Incredible BMW, Mini and Mottorad employee vehicle/motorcycle programs.
Flexible working models.
Highly competitive compensation.
Performance incentives programs.
First-rate health and wellness benefits.
World-class office space.
Enjoy fresh meals in our amazing fully staffed and subsidized onsite cafeteria.
Energize at our fully loaded coffee/tea bar
BMW Group Canada is committed to attracting and retaining a diverse team of associates and creating an inclusive environment. BMW Group Canada does not discriminate against applicants based on race, national or ethnic origin, colour, religion, sex, sexual orientation, gender identity, or disability or any other status or condition protected by applicable federal, provincial or territorial law.
BMW has an accommodation process in place that provides accommodations for employees with disabilities. Accommodations for disabilities in relation to the job selection process are available upon request. If you require a specific accommodation because of a disability or a medical need, or you would like to learn more about our Accessibility policies, provide feedback or request documentation, please contact Accessibility@bmw.ca.