Customer Service Advocate

BMW - Westerville, OH

Full-time - Entry Level

Hybrid - Westerville, OH

Transportation Equipment Manufacturing

About the position

BMW Shared Services is seeking a Customer Service Advocate to join the team at BMW Financial Services NA, LLC, located in Columbus, OH. This position is integral to providing a premium customer experience for BMW, MINI, Motorrad, and Rolls-Royce customers throughout all stages of their Financial Services contracts. The Customer Service Advocate will engage with customers through both inbound and outbound calls, assisting them with various account maintenance tasks and ensuring their needs are met efficiently and effectively. In this role, you will be responsible for handling customer interactions related to making payments, updating contact information, providing website assistance, promoting EasyPay and eInvoicing, and addressing any questions or concerns regarding the contract lifecycle. You will work cross-functionally with departments such as Collections and Lease Loyalty to ensure a seamless customer experience. It is essential to document all customer interactions thoroughly using the available system tools, while also adhering to established department goals and Average Handle Time metrics. To succeed in this position, you will need to multitask and learn to navigate several computer programs across multiple screens. Compliance with all applicable State and Federal regulatory requirements, as well as BMW Policies and Procedures, is crucial. A thorough understanding of contracts, including transaction history, contract types, interest accruals, lease/loan maturity, credit reporting, and title & registration, will be necessary for effective customer support. The working hours for this position will vary, with shifts scheduled between 9 AM - 9 PM from Monday to Thursday and 9 AM - 6 PM on Fridays. Some evening shifts will be required, especially during the initial training period, which will take place onsite with colleagues, trainers, and management.

Responsibilities

• Interact with customers through inbound and outbound calls to provide a premium customer experience.
• Assist customers with various account maintenance tasks, including making payments and updating contact information.
• Promote EasyPay and eInvoicing to customers.
• Address questions and concerns related to all facets of the contract lifecycle.
• Document all customer interactions using system tools available.
• Comply with all applicable State and Federal regulatory requirements and BMW Policies and Procedures.
• Engage cross-functionally with departments such as Collections and Lease Loyalty.

Requirements

• High school diploma or GED.
• 6-12 months customer service or financial services industry experience.

Nice-to-haves

• Bachelor's degree.
• 6-12 months early stage (0-29 days past due) collections experience.

Benefits

• Medical, Dental, and Vision insurance with options for $0 Employee contribution.
• 401(k) with Company match.
• Retirement Income Account (RIA).
• Employee vehicle program.
• Bonus eligibility.
• Paid Parental Leave of up to 6 weeks.
• Paid Time Off in addition to Company paid holidays where eligible.
• Hybrid work environment.
• Voluntary Benefits to fit your needs.