Lease Maturity Specialist (Bilingual)
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The Bilingual Lease Maturity Specialist (EN/FR) plays a critical role within the Leasing Operations Customer Service team, serving as the primary point of contact between the company and its customers. The successful candidate will be primarily responsible for managing and developing relationships with maturing Lease Customers as well as Retailers through inbound and outbound calls and written communication. The Lease Maturity Specialist will guide Customers through any lease maturity related inquiries, while ensuring they are clear on their options and obligations, and eventually bring the account to a resolution that promotes brand loyalty, provides premium customer service, and minimizes loss exposure. The Lease Maturity Specialist will also support the Retailer Network as it pertains to the Lease Maturity and grounding process.
Key Accountabilities:
- Provide premium customer experience in supporting customers in their end of term journey; educating on next steps and properly informing them of their lease maturity obligations including inspection and lease-end charges.
- Adhere to company policies and procedures when handling customer requests.
- Respond to customer inquiries promptly, whether by phone, email, or secure messaging.
- Actively participate in meetings with team to discover new communication tactics to continuously improve customer experience.
- Address customer complaints handling and timely issue resolution management.
- Proactively manage assigned accounts in a timely manner and minimize potential overterm accounts.
- Process Lease Extension requests from the assigned Retailer Lease Maturity Portfolio
- Collaborate with other departments and Retailers to ensure proper return of leased vehicles, resolve any open issues associated with a given account, and ultimately ensure customer satisfaction.
- Regularly review internal processes and recommend process improvement initiatives to management.
- Support testing for system enhancements related to Leasing Operations.
- Ad-hoc Campaign & Project support aimed at increasing customer loyalty and retention.
Education and additional skills:
- Flexibility with working hours (rotating shift schedules up to 8:00PM Mon-Thurs, to 6:00 PM on Fri.).
- 1-2 years of Financial Services experience.
- 1-2 years of Contact Centre experience.
- Bilingual (English and French) is required.
- Bachelor’s Degree or related experience.
- Strong communication skills and experience providing excellent customer service.
- Strong computer skills; Microsoft Office Suite (Excel, Word & PowerPoint), Tableau knowledge & application is an asset, Salesforce knowledge is also an asset.
- Ability to make decisions and take ownership of customer concerns.
- Excellent prioritization, organizational and multi-tasking skills.
- Demonstrated strong attention to detail, with a focus on accuracy.
- Self-starter and shows initiative.
- Ability to work in a fast-paced, team environment.
- Demonstrates a strong commitment to the team, embracing our core values: Responsibility, Appreciation, Trust, Transparency, Openness.
Benefits of working at BMW Group Canada include:
- An award-winning culture.
- Cutting edge innovation and creativity.
- Incredible BMW, MINI and Motorrad employee vehicle/motorcycle programs.
- Flexible working models. **
- Highly competitive compensation.
- Performance incentives programs.
- First-rate health and wellness benefits.
- Education reimbursement.
- World-class office space.
- Fresh & nutritious meals in our amazing fully staffed, and subsidized, onsite cafeteria.
- Fully stocked coffee/tea bar.
** We encourage interested candidates who may legally work in Canada to apply for the role. Our organization follows a hybrid work structure. To be eligible for this role, candidates are expected to work from our Head Office in Richmond Hill, Ontario three times in a week.
BMW Group Canada is committed to attracting and retaining a diverse team of associates and creating an inclusive environment. BMW Group Canada does not discriminate against applicants based on race, national or ethnic origin, colour, religion, sex, sexual orientation, gender identity, or disability or any other status or condition protected by applicable federal, provincial or territorial law.