Reception Duty Consultant : BMW

Job Description

  • You will be responsible for handling, resolving and responding to inbound queries via voice, email and web-chat correspondence
  • A  Handle and resolve reconciliation items as well as refer to procedure manuals when processing requests.
  • You will also need to update standard letters and documents for dealing with Customer queries.

Duties and Responsibilities

  • Provide settlement quotes
  • Request Deal adjustments (due date, change in structure of finance agreement, e.g. term, monthly premium or balloon payment)
  • Natis requests ( Necessary checks regarding receipt of payment and preparation of documentation)
  • Change of banking details ( verification completed)
  • Updating personal particulars of clients against required (e.g., telephone, email and physical addresses)
  • Exit letters ( assess stability before processing)
  • Substitution of goods ( Verification of required information, e.g. invoice and insurance to be checked )
  • Providing remittances
  • Loading of beneficiaries ( assessment and verification of documents provided)
  • Request refunds (IPA and Automated refunds)
  • Escalate processing of additional finance on current finance agreement e.g. motor plan / warranty extensions ( advise process, gather relevant information and documents, application captured)
  • Bank Recon (Settlements and Allocations)
  • Assist walk in customers.
  • Handle Deliveries and Returns of Natis.
  • Courier delivery/collect follow ups.
  • Investigate and resolve related account queries / complaints
  • Liaise with clients, dealers, Insurance and other internal departments
  • Request write-offs/yellow slips
  • Ad-hoc duties when required
  • Encourage survey uptake and drive excellent customer service