BMW Group Financial Services NA, LLC
Case Management Specialist (Finance)
As the Case Management Specialist, you are responsible for reviewing and resolving customer inquiries, complaints and escalated cases (via telephone, Executive letters, customer email, internal business partners, Roadside Assistance, BMW Assist, BMW FS and the social media team) regarding BMW group products, dealers, parts, service, and sales. You are responsible for identifying, resolving or escalating executive and pre-litigation customer matters such as buyback requests, discrimination/harassment claims, social media and lemon law/legal demands, ensuring the highest level of customer satisfaction while minimizing financial exposure and the potential for litigation. You will provide customer/dealer follow-up within defined timelines to increase customer satisfaction and loyalty.
In the role you are responsible for recognizing and responding to customer concerns by leveraging extensive knowledge of BMW group products and services, while adhering to department guidelines and state laws. You will identify and properly escalate customers and other stakeholders who present high-risk product liability claims involving fire, personal injury, property damage or losses alleged to have resulted from defects or malfunctions in BMW Group products. Additionally, you are responsible for researching background of customer inquiries/complaints with appropriate dealer personnel and investigating service history through repair orders, Customer Central, Warranty System, AIR, and other resources.
You will recognize and respond to customer concerns by leveraging extensive knowledge of BMW group products and services, while adhering to department guidelines and state laws. You will also properly escalate customers and other stakeholders who present high-risk product liability claims involving fire, personal injury, property damage or losses alleged to have resulted from defects or malfunctions in BMW Group products. You will research the background of customer inquiries/complaints with appropriate dealer personnel and investigating service history through repair orders, Customer Central, Warranty System, AIR, and other resources.
Join the BMW Financial Services team and enjoy a high-performance benefits package which includes:
Company paid medical, dental and vision insurance
Employee car program
401(k) savings plan
Retirement Income Account (RIA)
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 include such things as, Responsibility, Appreciation, Transparency, Trust, and Openness. We allow these values to guide the way we conduct ourselves and our business.
What are you waiting for? Put yourself in the driver's seat of your career and apply for our Case Managment Specialist position today! Required
6+ months case management or equivalent experience in a role focused on issue resolution.
1- year customer service or customer support role.
Preferences
1-2 years Automotive industry experience.
1-2 years sales experience or role leveraging negotiation skills.
1-2 years executive case management experience .