Lease Loyalty Advocate

SPREAD ENTHUSIASM. SHAPE THE FUTURE.

SHARE YOUR PASSION.

Knowing the destination isn't enough: you need to know how to get there. Build up your own networks, exploit new ideas, consistently take the initiative. Inspire other people with your enthusiasm. That's the only way to give ideas the power that allows them to become true innovations.

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 Lease Loyalty Advocate position located in Columbus, OH.
WHAT AWAITS YOU.

• Maintain consistent and proactive consumer communication commencing at 180 to
  -8 days to lease or balloon maturity (or as dictated by programs and initiatives) to ensure the consumer is properly educated on lease end obligations and replacement vehicle opportunities.
• Increase consumer retention and support BMW Group Sales of BMW and MINI products as outlined in the “Lease End Hierarchy”. This may include targeting specific BMW and MINI models for internal programs, e.g. Mileage
• Adjustment Program, Lease Extensions and loyalty incentives, aimed at offering concierge services and driving consumer satisfaction and reducing potential risk to BMW Group Financial Services.
• Advise lease-end consumers on their best lease end options and programs, taking into consideration dealer contact, current vehicle mileage, wear and use, disposition fee, account status, consumer end of contract needs, and new vehicle disposition.
• Handle financial related calls to/from the BMW Financial Services Call Center for BMW and MINI (Group FS) accounts and issues related to their inquiry after authenticating and verifying the identity of the consumer. Calls in this portfolio also include, but are not limited to: dealer contact, refinance process, payoff information, lease extensions, turn‑ins, contract issues, pre‑inspection and final inspection process (including wear and use charges), Account Statement issues, address changes, vehicle titles, registration, taxes (sales tax and property tax), general accounting, and product knowledge while providing premium consumer service that is both accurate and efficient, leading to high levels of consumer satisfaction through active engagement, issue resolution and promotion of services and products enhancing the consumer end of contract experience.
• Fully document the consumer interaction using the system tools available to maintain a complete consumer contact history. This includes attaching all electronic correspondence to the consumer’s record and creating Service Requests required to resolve the consumer’s inquiry.

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.

WHAT YOU SHOULD BRING.

• High School Diploma or equivalent
• 6+ Months Customer Service Experience
  • Preferences.
  • 6+ Months Automotive Finance or Automotive Experience
  • 6+ Months Call Center Experience
  • Bachelors Degree

WHAT YOU CAN LOOK FORWARD TO.

• Medical, Dental, and Vision insurance
• 401(k) with Company match and Retirement Income Account
• Employee vehicle program
• Generous PTO and Company paid holidays
• Voluntary Benefits to fit your needs

Relocation is not available for this position.

This is a hybrid role that requires regular…