About this role
JOB DESCRIPTION
Why GM Financial?
GM Financial is the wholly owned captive finance subsidiary of General Motors and is headquartered in Fort Worth, U.S. We are a global provider of auto finance solutions, with operations in North America, South America, and the Asia Pacific region. Through our long-standing relationships with auto dealers, we offer attractive retail financing and lease programs to meet the needs of each customer. We also offer commercial lending products to dealers to help them finance and grow their businesses.
At GM Financial, our team members define and shape our culture - an environment that welcomes new ideas, fosters integrity, and creates a sense of community and belonging. Here we do more than work - we thrive.
Our Purpose: We pioneer the innovations that move and connect people to what matters.
This position will be posted until filled.
RESPONSIBILITIES
About the role:
In this role you will:
Provide remarkable service within any CX servicing channel to impact customer retention and loyalty strategies to create customers for lifeCapture and deliver a high level of service by gathering, processing, consolidating, and analyzing data to promote brand loyalty and increase retention for the GM and GMF brandsMonitor and maintain a closed loop feedback process to ensure that all customer requests and expectations are exceededEstablish open communication and build professional relationships with other departments/segments and external vendors, especially Payment Services, Titles/PDP, and Account Services, in an effort to enhance the customer experience and secure customer and dealer loyaltyPerform account management of complex and high exposure accounts to support customer retentionService accounts through inbound and outbound channels to ensure service levels, account resolution, and timely processing of customer requestsSchedule the appropriate account follow up to ensure customer expectations are met and the highest level of satisfaction is deliveredDemonstrate a high degree of professional decorum to represent GMF and GM in a positive mannerManage assigned accounts while promoting a positive brand image and customer loyaltyExecute triage account management protocol to deliver immediate resolution to highly complex accounts while promoting first/second call resolutionChampion delivering a WOW customer experience to customers, dealers, peers, and various business partnersExecute specialty team processes and strategies as assigned by CX leadershipProactively support goals and objectives that positively impact GM Financial's strategic alignment to create a customer for life and promote GMF mobility objectives
QUALIFICATIONS
What makes You an ideal candidate?
Knowledge and Skills
Proficient in Microsoft Office Suite (Word, Excel, PowerPoint and Outlook)Advanced knowledge and understanding of GM Financial accounts, policy, and proceduresMust embrace company principles and demonstrate understanding of GM Financial's and CXO's cultureInfluences customers and dealers through selling, collecting, promoting and educatingExcellent written and verbal communication skills to interact customer, dealers, team members, senior management, vendors, and external business partnersDemonstrate active listening skills and the ability to probe utilizing opening ended questions to uncover customers and dealers stated and unstated needsStrong analytical and problem solving skillsAbility to make independent decisions and use sound judgment in relation to the handling of high exposure accountsProactively manage time while balancing assigned accounts/tasks with minimal supervisionStrong ability to prioritize multiple and competing duties while delivering a WOW customer and/or dealer experienceStrong ability to navigate and use multiple applications/systems effectively to resolve high-profile and highly complex customer and/or dealer requests or inquiriesProven interpersonal skills with a high degree of professionalism and the ability to interact with customers, dealers, leaders, peers, and senior managementProven ability to analyze and use sound judgment to provide the best option to resolve highly complex account issues for customers, dealers, and/or external business partnersStrong focus on providing quality service to internal and external customersSubject to daily service level requirements Additional Knowledge and Skills
Working effectively within an AI enabled environment:
Ability to use AI tools (e.g., Microsoft Copilot) to support daily workSkills in evaluating AI outputs for accuracy, compliance, and biasExperience integrating AI into workflows to improve efficiency or insightsFamiliarity with AI assisted research, summarization, and content generationUnderstanding of responsible AI use, including ethics and data protection Work Experience & Education
0-2 years of customer service experience preferredHigh School Diploma or equivalent requiredBachelor's Degree or equivalent combination of education and experience preferred What We Offer: Generous benefits package available on day one to include: 401K matching, bonding leave for new parents (12 weeks, 100% paid), tuition assistance, training, GM employee auto discount, community service pay and nine company holidays.
Our Culture: Our team members define and shape our culture - an environment that welcomes innovative ideas, fosters integrity, and creates a sense of community and belonging. Here we do more than work - we thrive.
Compensation: $22/hr plus bilingual differential.
Work Life Balance: Flexible hybrid work environment, 2-days a week in office.
NOTE: We are unable to consider candidates who require visa sponsorship for this position
This position is not open to agency submissions
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