Customer Experience Advocate I

GM Financial · United States

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.

About the role:

This role delivers exceptional customer service and account management support to strengthen customer loyalty, retention, and satisfaction for GM Financial and General Motors. The position serves as a key advocate for customers by resolving complex account issues, building strong cross-functional relationships, and ensuring a seamless, high-quality customer experience across all service channels.

In this role you will:

• Provide remarkable service within any CX servicing channel to impact customer retention and loyalty strategies to create customers for life
• Capture 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 brands
• Monitor and maintain a closed loop feedback process to ensure that all customer requests and expectations are exceeded
• Establish 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 loyalty
• Perform account management of complex and high exposure accounts to support customer retention
• Service accounts through inbound and outbound channels to ensure service levels, account resolution, and timely processing of customer requests
• Schedule the appropriate account follow up to ensure customer expectations are met and the highest level of satisfaction is delivered
• Demonstrate a high degree of professional decorum to represent GMF and GM in a positive manner
• Manage assigned accounts while promoting a positive brand image and customer loyalty
• Execute triage account management protocol to deliver immediate resolution to highly complex accounts while promoting first/second call resolution
• Champion delivering a WOW customer experience to customers, dealers, peers, and various business partners
• Execute specialty team processes and strategies as assigned by CX leadership
• Proactively support goals and objectives that positively impact GM Financial's strategic alignment to create a customer for life and promote GMF mobility objectives

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 procedures
• Must embrace company principles and demonstrate understanding of GM Financial's and CXOs culture
• Influences customers and dealers through selling, collecting, promoting and educating
• Excellent written and verbal communication skills to interact customer, dealers, team members, senior management, vendors, and external business partners
• Demonstrate active listening skills and the ability to probe utilizing opening ended questions to uncover customers and dealers stated and unstated needs
• Strong analytical and problem solving skills
• Ability to make independent decisions and use sound judgment in relation to the handling of high exposure accounts
• Proactively manage time while balancing assigned accounts/tasks with minimal supervision
• Strong ability to prioritize multiple and competing duties while delivering a WOW customer and/or dealer experience
• Strong ability to navigate and use multiple applications/systems effectively to resolve high-profile and highly complex customer and/or dealer requests or inquiries
• Proven interpersonal skills with a high degree of professionalism and the ability to interact with customers, dealers, leaders, peers, and senior management
• Proven 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 partners
• Strong focus on providing quality service to internal and external customers
• Subject 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 work
• Skills in evaluating AI outputs for accuracy, compliance, and bias
• Experience integrating AI into workflows to improve efficiency or insights
• Familiarity with AI assisted research, summarization, and content generation
• Understanding of responsible AI use, including ethics and data protection

Work Experience & Education

• 0-2 years of customer service experience preferred
• High School Diploma or equivalent required
• Bachelors 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: Competitive pay and bonus eligibility.

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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