The posting
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
The Customer Experience (CX) Advocate is responsible for executing loyalty and retention strategies and resolving account issues in a timely manner for highly complex accounts, while ensuring company policies and procedures, as well as, state and federal laws are followed. The CX Advocate has frequent contact with other internal departments, customers, dealers, and external vendors. Key areas of focus include proactively partnering with external business partners, team leaders, and managers to expedite and resolve complex customer and/or dealer issues in a timely manner to support loyalty and brand retention at the time of servicing and promote overall satisfaction, net promoter, and customer effort scores to include all key performance indicators. The CX Advocate will resolve customer inquiries through multiple channels of communication that may vary based on business need.
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 GFM 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
Qualifications
What makes you an ideal candidate?
- 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 CXO’s cultureFluent in English and Spanish
- 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
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
Working Conditions
- Fast-paced and ever-changing office environment subject to daily service level requirements with a strong focus on providing quality service to internal and external customers in a team environment
- Must be able to work a flexible schedule to include potential shift changes
- Occasional overtime or split shifts may be required.
- Strong focus on providing quality service to internal and external customers.
- Subject to daily service level requirements.
Work Experience & Education
- 0-2 years of customer service experience Pref
- High School Diploma or equivalent Required
- Associate Degree
- Bachelor’s Degree or equivalent combination of education and experience Preferred
- Master’s Degree
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
#GMFJobs #LI-Hybrid #LI-TL1
