Customer Service Advocate

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
+ ...