Customer Service Advocate, Bilingual at BMW Financial Services NA, LLC. in Columbus, Ohio

Job Description:

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. You will engage cross-functionally with departments such as Collections and Lease Loyalty to assist customers with various account maintenance tasks. 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. You will handle interactions in an efficient manner in support of Average Handle Time and established department goals, and fully document all customer contact using the system tools available.

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


• 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. During the initial training period, you will be working onsite with your colleagues, trainer, and management team.

Requirements:

• High school diploma or GED


• 6-12 months customer service or financial services industry experience


• Bilingual in English and Spanish (writing and speaking)

Preferences:

• Bachelor's degree


• 6-12 months early stage (0-29 days past due) collections experience


• 6-12 months automotive industry experience

The pay for this role is: $43,680.00 which reflects a 5% premium added to the starting salary that would be offered for an otherwise equivalent position.

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.

Specifics:Position reports to Team Managers Customer Advocate. It is Columbus, OH based and is in salary band EL VII. The selected candidate's Personal Grade (PG) and geographical location will be used as the final components of the salary band assignment. Relocation assistance is not available.

For further information, please contact Tiffany Hood at Tiffany.Hood@bmwsharedservices.com

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.