Lease End Concierge & Retention Specialist

BMW Group; Columbus (OH); Hybrid; USD 35,000 - 48,000; Full time

Benefits offered by this job

Medical, Dental, and Vision insurance

401(k) with Company match and Pension

Employee vehicle program

Generous PTO and Company paid holidays

Voluntary Benefits to fit your needs

Job summary

BMW Group in Columbus, OH is seeking a Lease Loyalty Advocate to guide lease-end customers through options, coordinate with dealers, and enhance satisfaction with BMW and MINI programs.

You will handle financial related inquiries, document interactions in the CRM, and contribute to a hybrid work model with onsite training and collaboration with team members.

Emphasis on proactive communication, retention, and premium service, delivering a smooth end-to-contract experience.

Qualifications

• High School Diploma or equivalent required.
• 6+ months of customer service experience required.
• 6+ months of automotive finance or automotive experience preferred.
• 6+ months of call center experience preferred.
• Bachelor's degree required.

Responsibilities

• Maintain proactive consumer communication from 180 to -8 days before lease maturity and educate on end obligations.
• Increase consumer retention and support BMW Group Sales for BMW and MINI.
• Assist with adjustment programs, lease extensions and loyalty incentives.
• Advise lease-end customers on best options considering mileage, wear, disposition fee, and contract needs.
• Handle related calls from the BMW Financial Services Call Center and document interactions in CRM.
• Fully document consumer interactions and attach correspondence to the record.

Skills

Customer service

Call center

Automotive knowledge

Education

High School Diploma or equivalent

Bachelor's degree

Job description

BMW Group in Columbus, OH is seeking a Lease Loyalty Advocate to guide lease-end customers through options, coordinate with dealers, and enhance satisfaction with BMW and MINI programs.

You will handle financial related inquiries, document interactions in the CRM, and contribute to a hybrid work model with onsite training and collaboration with team members.

Emphasis on proactive communication, retention, and premium service, delivering a smooth end-to-contract experience.