Job Type






Customer Finance and Retention Consultant Mulgrave VIC

BMW Group Australia

BMW Group Australia Mulgrave VIC Australia

2 months ago

It takes a team with exceptional interpersonal skills and a can-do attitude to deliver great customer service. Do you always go the extra mile to find solutions that meets or exceed customer expectations? Are you looking for a career to grow and develop your capabilities? If the answer is yes and you enjoy a culture of open exchange and mutual trust within a highly motivated team, join us in driving the future of personalised financial services with BMW Financial Services Australia.

Our Customer Interaction Services team is currently looking for an experienced customer service professional to provide support and advice for online customer loan applications and drive the retention of existing customers through refinancing their existing loans.

This is a full-time position for 24 months based at our Mulgrave office in the south-eastern suburbs.

What awaits you?
• Lead and motivate a team of offshore and onshore customer finance support officers in handling inbound enquiries and... outbound contact for customers who are applying for finance via the online, direct finance channel.
• Support the development and implementation of retention lead management initiatives to continuously improve customer experience.
• Showcase your premium customer service skills to build and maintain strong relationships with our finance customers to achieve and exceed customer retention targets.
• Execute timely outbound calls to existing customers approaching the end of their loan term to support them in applying for a new or substitute loan.
• In line with appropriate regulations and obligations, carefully prepare estimates and support customers with confidence to help them prepare documentation required for the refinancing process.
• Review and develop internal processes and training documentation for our outsourced Customer Interaction Centre (CIC).
• Proactively triage and manage the escalation of customer issues to resolution to maintain a premium customer experience.

What should you bring along?
• Victorian Certificate of Education or equivalent required.
• A Bachelor degree in a related field is highly desirable.
• Experience in contact centre operational management with demonstrated experience of management of outsourced contact centres (offshore preferred).
• Exposure to the automotive industry with a strong understanding of relevant legislation, e.g. responsible lending, AML and Privacy Acts.
• Demonstrated proficiency in interpreting Financial Statements and other income documentation.
• Excellent communication and negotiation skills.
• Strong relationship management and networking skills.

What you can look forward to?

We believe in hiring the best talent in the market and fostering an environment where our people can learn, experience and grow. What you can expect is:
• An attractive remuneration package
• Flexible Work policy and practices
• Health & Wellbeing initiatives
• Lifelong learning & career development
• BMW & MINI promotions and product offers
• Annual spend on BMW & MINI merchandise
• Free onsite parking
• Onsite café
• Subsidised onsite gym, dry cleaning and car wash facilities
• A dynamic, inclusive and sustainable working environment

BMW Group is an equal opportunities employer and takes great pride in fostering and promoting diversity in every aspect of our work life and culture. We highly regard the skills, knowledge, experience, ideas, perspective and energy our diverse workforce brings into the company.

Employment at BMW Group Australia is conditional upon pre-employment checks undertaken by the candidate on request and clearances received. This includes qualifications and employment checks, relevant background checks and may include police check(s) and credit check(s).

By submitting an application for a role at BMW Group Australia the candidate confirms:
• They have valid rights to work in Australia
• They agree to undertake integrity checks upon request should their candidacy progress to an offer of employment
Mulgrave VIC Australia

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