Customer Service Advocate

Internal Job/ External Description enter the following: 

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: 

• Transaction history 

• Contract types 

• Interest accruals 

• Lease/Loan Maturity 

• Credit Reporting 

• Title & 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. 

  

The pay range for this role is: $41,600.00 - $44,084.00. 

 

The selected candidate’s 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. 

  

Specifics: Position reports to Team Managers Customer Advocate. It is Columbus, OH based and is in salary band EL VII_B. The selected candidate’s Personal Grade (PG) and geographical location will be used as the final components of the salary band assignment. Relocation assistance is not available. 

  

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. 

  

For further information, please contact Abby Cochran at abby.cochran@bmwsharedservices.com 

 

Requirements: 

• High school diploma or GED 

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

  

Preferences: 

• Bachelor's degree 

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

• 6-12 months automotive industry experience