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.  
 

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. 
 
WHAT AWAITS YOU.

• You will receive inbound customer calls from consumers during the different stages of their financial services contract.  
• You will 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 goals established.
• 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.

 

To be successful in this role, you will be trained on and expected to:

• 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
     

Your shifts will vary between the hours of 9AM – 9PM on Monday – Thursday and 9AM – 6PM on Friday. Some evenings throughout the week will be required. 

 To support your success in this role, training will be conducted onsite for the first six weeks of employment. The training schedule is Monday through Friday, 9:00 a.m. to 6:00 p.m.

 
The pay for this role is: $41,600.00 with opportunities to earn additional incentives.  
 
The pay for this role is based on a full-time work schedule. This statement is in accordance with state and local pay disclosure requirements.
 
Specifics:  Position requires onsite work during the 6 week training period and will transition to hybrid work.  The office location is based in Columbus, OH.

 

Relocation assistance is not available.

 

This is a hybrid role that requires regular attendance in the office.

 

WHAT YOU SHOULD BRING.

• High school diploma or GED
• 6-12 months customer service or financial services industry experience
  
  • Preferences:
  • Bachelor's degree
  • 6-12 months early stage (0-29 days past due) collections experience
  • 6-12 months automotive industry experience

 

WHAT YOU CAN LOOK FORWORD TO. 

• 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

 

The selected candidate’s education, skills, experience, and location will be used to determine the final salary offer. All pay ranges are based on a full-time work schedule. This statement is in accordance with state and local pay disclosure requirements.

As part of the hiring process, you may be required to successfully pass a background check. A satisfactory completion of a background investigation including verification of education, prior employment, criminal history, credit check history, and pre-employment drug screen to the extent permissible under applicable state law, is a condition of your offer of employment and your continued employment. The results of your background investigation are satisfactory and acceptable in the sole judgement and discretion of BMW Shared Services, LLC. 

Even more so than the generous compensation and benefits, the culture and values of BMW of Financial Services makes it the ultimate working environment. These values are Responsibility, Appreciation, Transparency, Trust, and Openness. We allow these values to guide the way we conduct ourselves and our business.

BMW complies with all applicable U.S. immigration laws and regulations. The Company does not provide employer support or sponsorship for any immigration related employment benefit for this role.

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. This includes having the legal right to work in the United States without the need for BMW support or sponsorship for any immigration related employment authorization (e.g., H 1B, O 1, E 3, H 1B1, TN, F 1 OPT, F 1 STEM OPT, F 1 CPT, etc.) now or in the future.

If you will require BMW to provide immigration support or sponsorship now or in the future, you should not apply for this position.

BMW in the United States is an equal opportunity employer. It is the policy of BMW Group in the United States to provide equal employment opportunity (EEO) to all qualified persons regardless of age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. 

 

If you are a driven and passionate individual who thrives in a fast-paced, collaborative environment, we want to hear from you! Apply now to join our dynamic team and take the next step in your career.