At BMW Group, our dedicated customer service teams always go the extra mile, proactively meeting people’s needs with a truly personal touch. An everyone has a role to play when it comes to making our customers happy. So whether you’re passionate about helping others or finding elegant solutions to complex problems, you’re sure to find an exciting challenge with us. Fostering a culture where everyone feels empowered, rewarded and supported is the driving force behind our success. So join us in changing the way the world moves for good.

The Senior Lease Maturity Specialist will play a lead role in the day-to-day Retailer and Customer facing operations of the Lease Maturity Team. This function will be primarily responsible for ensuring proper measures and protocols are in place to support and enhance the Lease-End experience for both our maturing Lease portfolio and our Retailers. This function will demonstrate excellence with the handling of inbound/outbound calls and written communications, focused on driving retention through Customer satisfaction while mitigating financial exposure. In addition, this function will support with the supervision and oversight of key departmental responsibilities such as workforce management, agent training, special account handling, second-tier case resolution, and proposing business opportunities to management.

What awaits you? 

• Optimizing workforce management and scheduling, ensuring punctual adherence to departmental phone, email and secure messaging coverage requirements for both the team & self.
• Monitoring interaction volumes and service level requirements of the department, adjusting skill queues as necessary.
• Maintaining Retailer assignments based on scheduled maturity curves and departmental resource allocation.
• On-boarding and training of new agents.
• Driving continuous improvement feedback to support the growth and development of the team. 
• Support Customer retention through all activities associated with the pre- and post-maturity processes, including answering Customer / Retailer inquiries. 
• Maintain consistent and proactive Customer communication for accounts including, but not limited to, any special handling accounts (ie. BMW Group Partnership Accounts).
• Championing Customer retention efforts by providing best-in-class service while minimizing loss exposure of accounts through enforcement and collection of Lease-End charges.
• Review first-level Service Requests and Refund Requests.
• Providing primary and second-tier Customer complaint handling and issue resolution management.
• Proactively oversee, manage (and assign as necessary) over-term lease accounts. 
• Proactively oversee, process (and assign as necessary) Lease Extension requests from Retailers.
• Assist Area Sales Managers with questions and concerns.
• Collaborating with other business departments to identify inefficiencies, control gaps, and assist in the development & execution of improvement initiatives.
• Participating in projects impacting the Lease Maturity team by providing recommendations, solutions, feedback, testing, training, etc.

SHARE YOUR PASSION FOR ACCELERATED RESULTS.

• OMVIC (or equivalent) Certification.
• 3-5 years of Call Centre experience.
• 2-4 years of Automotive or Financial Services experience.
• Strong computer skills; previous experience with Siebel is an asset.
• Previous experience in a supervisory role or similar (ie. trainer, coaching, etc).    
• Flexibility with working hours (rotating weekday shift schedules as late as 8:00pm).
• Superior communication skills.
• Fluent Bilingualism (English/French) is preferred.
• Enjoy working in a fast-paced, team environment.

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.

BMW has an accommodation process in place that provides accommodations for employees with disabilities. Accommodations for disabilities in relation to the job selection process are available upon request. If you require a specific accommodation because of a disability or a medical need, or you would like to learn more about our Accessibility policies, provide feedback or request documentation, please contact Accessibility@bmw.ca.