What are the responsibilities and job description for the Customer Service Advocate position at BMW Financial Services NA, LLC.?
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.You will engage cross functionally with departments such as early-stage Collections and early-stage Lease End to assist customers with account maintenance (i.e., make payment, update contact information, etc. WHAT AWAITS YOU.
- 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
- Address customer questions, concerns, and issues related to their inquiry after authenticating and verifying the identity of the customer.
Handle interactions with the customer in an efficient manner in support of Average Handle Time and goals established.
This includes attaching all electronic correspondence to the customer record and creating necessary Service Requests required to resolve the customer's inquiry.
Document in an efficient manner in support of After Call Work goals established.
eInvoice, EasyPay, web site utilization and any other related self-service initiatives.
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. WHAT YOU SHOULD BRING.
This statement is in accordance with state and local pay disclosure requirements. Even more so than the generous compensation and benefits, the culture and values of BMW of North America 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. At BMW, we are driven by diversity, equity, and inclusion.
We are proud to be an Equal Opportunity Employer and are welcoming of all individuals, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
Salary : $41,600