Customer Service Advocate

SPREAD ENTHUSIASM. SHAPE THE FUTURE.

SHARE YOUR PASSION.

Knowing the destination isn't enough: you need to know how to get there. Build up your own networks, exploit new ideas, consistently take the initiative. Inspire other people with your enthusiasm. That's the only way to give ideas the power that allows them to become true innovations.

BMW Shared Services is posting this position on behalf of BMW Financial Services NA, LLC. 

BMW Financial Services NA, LLC was established in 1993, supporting the sales and marketing of BMW products. Subsequently, we have expanded beyond the leasing, retail and commercial financing of a traditional captive-finance company offering a broad variety of products tailored for the BMW, MINI and Rolls-Royce customer. Be a part of our exciting growth by expressing an interest in our Customer Service Advocate position located in Columbus, OH.

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 premium customer experience during all stages of their Financial Services contract. 
 
WHAT AWAITS YOU.

• Provide a premium customer experience to BMW, MINI and Rolls Royce customers via inbound (and occasional outbound) calls by authenticating customers, addressing questions, concerns and account inquiries, and resolving issues efficiently.
• Maintain complete and accurate customer records by fully documenting contacts in system tools, attaching electronic correspondence, and creating Service Requests as needed.
• Support Average Handle Time and After Call Work targets through efficient handling and documentation of interactions.
• Promote self service and digital options (e.g., eInvoice, EasyPay, website tools) and other products/services that reduce costs or support revenue generation.
• Collaborate cross functionally with Operations, Collections, New Business, Process Management & Quality, Used Car Business, Sales & Marketing, Legal, Information Services, Risk Management, Corporate Compliance and HR/Shared Services to resolve customer issues and support initiatives.
• Support section service level objectives by adhering to Schedule Adherence and team goals; backfill other roles or provide backup work as assigned.
• Escalate service or application issues (e.g., website, IVR, application performance) to Team Leader/Manager and participate in testing system enhancements when requested.
• Adhere to privacy, compliance and regulatory requirements (e.g., Fair Credit Reporting Act) and participate in position related training and corporate initiatives.

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

• Respond with a high degree of accuracy and efficiency, while consistently meeting key department performance metrics.
• 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. 

The training period is up to 6 weeks and all 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.

WHAT YOU SHOULD BRING.

• High school diploma or GED
• 6–12 months customer service or financial services industry experience (preferred: early stage collections and/or automotive industry experience).
• Preferences:
• Bachelor's degree
• 6-12 months automotive industry experience
• Strong listening, written and verbal communication skills, with attention to detail and analytical ability.
• Ability to make decisions, own customer concerns, negotiate and resolve issues professionally.
• Proficiency with Microsoft Office and ability to learn/operate customer service systems and tools used by the team.

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.