SF3-ZA-S-2,SF3-ZA-S-2 / Administrator - Customer Services

Purpose

The Dealer Support Consultant is required to assist the dealer network and current customer base (internal and external customers).

Key Accountabilities

• Provide settlement quotes
• New business quotes
• Ensure dealers are paid out timeously
• Capturing and verification of new Applications Conducting dealer visits where dealer concerns are addressed and training provided
• Cancellation and reversal of contracts. (investigation carried out and verification as per policy and guideline)
• Quick Indexing of Documents for Approvals and Deal Payouts into correct tabs
• Investigate and processing of Bank Allocations
• Bank Recon
• Resolve/Support related to dealer queries for payouts, credit acceptance and other
• Investigate and resolve related account queries/complaints
• Assist new F&I managers with training needs at BMW FS
• Act as helpdesk support functionality for Dealer Point
• Departmental processes reviewed for Proceed (Innovative thinking to drive efficiencies within the department and dealer network, as per objective and target measurement)
• Administering Contract and Application Transfers between dealers
• Processing of EOT interactions (contacting clients with advising of finance options)
• Processing of Balloon Payment interactions (contacting clients)
• Cross Skilling functionality within the BMW Group, (Aftersales – complaints handling), Sharing of knowledge and inter departmental assistance.
• Creating training material for Dealer Network (Web Based Training)
• There is a requirement for consultants to be compliant, ability to disclose, explain and conclude credits transaction for customers / dealers
• Each consultant has the responsibility of presenting each training session to internal and external departments, Presentation Skills requirement
• Consultants are able to work offsite when required
• System scoping and testing
• Deal adjustments (due date, change in structure of finance agreement, e.g. term, monthly premium or ballon payment)
• Natis requests (necessary checks regarding receipt of payment and preparation of documentation)
• Moratoriums (assessment required based on reasoning and affordability)
• Change of banking details (verification completed)
• Updating personal particulars of clients against required (e.g., telephone, email and physical addresses)
• Exit letters (assess stability before processing)
• Substitution of goods (Verifcation of required information, e.g. invoice and insurance to be checked)
• Providing remittances
• Providing and explanation of statements
• Loading of beneficiaries (assessment and verification of documents provided)
• Actioning In an Out (assessing and reviewing contract before actioning)
• Processing of additional finance on current finance agreement e.g. motor plan / warranty extensions (advise process, gather relevant information and documents, application captured).

Qualifications:

• Matric, Diploma in Banking or Equivalent

Background / Professional Knowledge and Experience / Other Skills:

• Minimum 1 to 2 years’ experience in a Customer Service and/or Dealer related positions
• 1 to 2 years’ experience in retail finance environment
• Ability to work under pressure and meet deadlines
• Excellent verbal and written communication skills
• Good persuasion and negotiation skills
• Sound interpersonal skills
• Detail orientation
• Ability to multitask
• Numerical analytical ability
• Must be a team player
• High service orientation
• High level accountability (problem solving)