• Received inbound transfers and called out to prospective customers who requested information about possible refinance and purchase options.• Researched and presented multiple loan options for potential borrowers.• Facilitated borrower and real estate agent satisfaction by providing exceptional customer service and communication throughout the loan process.• Worked closely with team members to ensure timely follow up on all new leads generated by referrals and marketing programs.• Expedited the processing of various loan documents and ensure compliance with policies, procedures and guidelines.

• Manage outbound and inbound call splits to increase customer product knowledge and satisfaction.• Act as customer advocate while representing BMW North America values to build brand loyalty and increase customer retention.• Act as MINI Specialist focusing on building customer experience with MINI USA and promote satisfaction and brand image.• Assist with documenting and resolving customer complaints and concerns. • Research product inquires. • Provide accurate information on vehicle-specific recalls and warranties. • Responsible for providing world-class customer service, increasing revenue for the company, promoting BMW brand loyalty and maintaining desired customer satisfaction results and daily service level objectives.• Responsible for ensuring the highest level of customer service throughout direct contact with drivers, potential drivers, BMW Centers, field staff and BMW of North America. In addition to, resolving all complaints and inquires appropriately. • Assist with maintaining high service levels to meet corporate satisfaction targets and call quality to ensure outstanding customer satisfaction and supporting and promoting the BMW Group FS service standards.

• Processed financial and nonfinancial transactions which include large premium payments, dollar transfers, loan repayments, stock market reallocations, and future allocation changes.• Generated transaction confirmation statements and conduct mailing and delivery of statements by the preferred methods of each broker office.• Reviewed all transactions within the same business day they are processed, to ensure quality and accuracy.

• Monitored operations performance by conducting quality reviews and audits to identify strengths and deficiencies.• Ensured accuracy of loan documentation according to compliance guidelines.• Performed operational procedures and customer service reviews.• Reviewed and alert management to credit underwriting practices or other processes that adversely affect the quality of loan files or otherwise put the bank at risk.

• Performed sales and customer service by assisting customers with parts information and purchases inside the dealership, as well as over the phone.• Received and check the stock order delivery every morning, and place parts into the system for inventory. • Delivered automotive parts to numerous body shops in the Lancaster and Columbus area.