Joel Frederick Email and Phone Number

Responsible for supervising a Lease End Team of Associates with the goal of promoting new BMW Group products, driving customer retention through both new and used car business, educating the customer on the lease return process.

Managed a team of 16 associates handling inbound calls for our BMW GENIUS group, trouble-shooting and answering technical related questions from customers about specific features on their BMW and BMWi vehicles.

Managed a team of credit analysts who evaluated and decisioned submitted US credit applications for new and returning Lease and Retail Loan for BMW, MINI, and Rolls Royce customers.

Managed a team of associates that processed lease and retail contracts.Investigated and researched funding errors from dealers and BMWFS applications.Develop and mange working relationships with dealers.

Manage the Inbound Collections Call Center for US and Canada portfollios for Alphera, BMW,MINI, Rolls Royce and Up2Drive Accounts.

Developed and Lead Call Center: Call Reason Disposition Process from Novemer 2007 to May 2008.Subprime Mortgage Team Leader from May 2003 to November 2007. I managed a team of 15 associates to 30 associates that handled 3 different mortgage portfolios.Call Quality Analyst from October 2001 to May 2003. I evaluated and coached 50 associates for the Prime Mortgage call center and escalated call teams.Executive Resolution Group from November 1998 to October 2001I was responsible for handling escalated compliants to the Senior Management and state and federal regulatory agencies.I was responsible for handling escalated issues to production branches in the California and Mountain Region.Inbound Call Center Associate from January 1997 to November 1998I handled inbound calls for Prime Mortgage customers and preferred clients of Chase.