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

Job Description:

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.

We are looking for someone who loves to deliver a premium customer experience, is dependable, will arrive on time for their shift, and adhere to their daily schedule. If this is you, read more about this position.

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:

o Transaction history

o Contract types

o Interest accruals

o Lease/Loan Maturity

o Credit Reporting

o Titles & 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.

Please note, this position is not remote, but is hybrid between home and onsite, following successful completion of your initial training period. Relocation assistance is not available.

Join the BMW Financial Services team and enjoy a high-performance Total Rewards package that may include:

• Medical, Dental, and Vision insurance

• All 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

The salary for this role is $41,600.00.

The selected candidates' 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.

Even more so than the generous compensation and benefits, the culture and values of BMW Financial Services make 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.Required:

• High school diploma or GED


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

• Bachelor's degree


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


• 6-12 months automotive industry experience