Senior Lease Maturity Specialist

WE ALWAYS GO THE EXTRA SMILE.

USE NUMBERS. CREATE JOY. BMW FINANCIAL SERVICES.

It takes a team with exceptional interpersonal skills and a can-do attitude to deliver great customer service. People who are always prepared to go the extra smile to find solutions that satisfy the needs of our customers and our business. People who want to place themselves optimally to develop their capabilities. So if you enjoy a culture of open exchange and mutual trust, and you’d like to take on a fast-paced role within a highly motivated team, join us in driving the future of personalised financial services.  

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, 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, business reporting, sentiment and behavioural analysis of customer interacitonsinteractions, engagement in loyalty campaigns and proposing business opportunities/process improvements to management.

Key accountabilities of the function:

• Supporting Inbound/Outbound contact centre operations, including but not limited to campaign support, overterm account management, insurance deficiency outreach, escalations, and ad-hoc support.
• Actively supporting with Agent Call Quality reviews by analyzing sentiment and behavioural results of contact centre interactions; provide coaching opportunities, if applicable, and present findings to management on a regular basis.
• Provide ongoing training, coaching, and development opportunities to Lease Maturity Specialists as required.
• Supporting the departmental Goodwill Service Request audits.
• Responsible for processing invoices, raising Purchase Requisitions, supporting with the department budget and year-end accrual.
• Provide recommendations for process improvements with the ultimate goal of continuously enhancing customer experience and adapting to new customer trends.
• Actively engaged in strategic company initiatives where the individual will be leading leasing operations related topics and discussions; responsible for project-related testing to ensure requirements are met and implemented as expected.
• Preparation, review, and maintenance of departmental reporting to monitor and ensure monthly departmental KPIs are satisfied.
• Support Leasing Operations manager with preparing executive presentations and leading monthly department meetings.
• Other assignments as required to achieve the overall effectiveness of the business.

Qualification:

• University Degree (Bachelor's Degree in Business or related discipline). 
• 3-5 years of Contact Centre experience.
• 2-4 years of Automotive or Financial Services experience.
• 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; ability to manage interpersonal conflict and escalation resolution.
• Demonstrated previous experience providing premium customer service. 
• Demonstrated attention to detail, with a focus on accuracy.
• Demonstrated decision-making skills and ownership of customer cases.
• Excellent organizational and multi-tasking skills.
• Strong computer skills; Microsoft Office Suite (including advanced PowerPoint and Excel skills), Tableau knowledge and application is an asset, Salesforce knowledge is also an asset.
• Fluent Bilingualism (English/French) is preferred.
• 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.