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Lease Loyalty Advocate

REAL ADDED VALUE: A CONTENTED CUSTOMER. WE ALWAYS GO THE EXTRA SMILE.

 

USE NUMBERS. CREATE JOY. BMW FINANCIAL SERVICES.

 

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 personalised financial services.  

 

Lease Loyalty Advocates are responsible for handling inbound and outbound calls for Lease End and OwnersChoice accounts starting at 180-days to 8 days past the contractual maturity date. Consumer interactions focus on advising consumers of their end of term options and obligations, available loyalty programs and providing premium service to positively influence the consumer’s upcoming purchase decision and promote BMW Group brand loyalty. 


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.

 

The pay for this role is $41,600.00.

 
Specifics:  Position is hybrid with the office location based in Columbus, OH. Relocation assistance is not available.


 
Requirements.

  • 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
  • Bonus eligibility
  • Paid Parental Leave 
  • Generous PTO and Company paid holidays
  • Voluntary Benefits to fit your needs


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.

Even more so than the generous compensation and benefits, the culture and values of BMW Group 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.


All candidates considered for an offer of employment are subject to the satisfactory completion of a background investigation.  Background investigations consist of verification of education, prior employment, credit history, criminal history, references, Division of Motor Vehicle history, and pre-employment drug screen to the extent permissible under applicable state law. 


If you are a driven and passionate individual who thrives in a fast-paced, collaborative environment, we want to hear from you! Apply now to join our dynamic team and take the next step in your career.

 

 

Apply now »