Customer Experience Advocate Bilingual

Why GM Financial?

GM Financial is the wholly owned captive finance subsidiary of General Motors. We are a global provider of auto finance solutions, offering retail financing and lease programs, as well as commercial lending products to dealers.

The Customer Experience Advocate delivers a positive customer experience by servicing inbound and outbound lease and loan inquiries from consumers, dealerships, internal departments and third parties. The role requires business knowledge related to auto financing, contract information, and the ability to research and resolve lease and loan inquiries. The advocate evaluates account information, documents correspondence, follows procedures, and makes sound business decisions.

• Deliver high‑quality service to customers and dealers across multiple channels, prioritizing first‑contact resolution.
• Support GM Financial’s strategic goals by fostering long‑term customer relationships.
• Maintain data integrity by adhering to company policies and regulatory requirements.
• Resolve inquiries and issues effectively using strong communication and available payment solutions.
• Manage follow‑ups to meet customer expectations and ensure satisfaction.
• Handle inbound and outbound calls to support service levels and timely request processing.
• Promote products and initiatives to drive revenue and strengthen brand loyalty.
• Provide expertise on lease‑end options, including obligations and account termination processes.
• Act as a liaison between customers and dealers to enhance communication and experience.
• Collaborate across departments to ensure timely, customer‑focused issue resolution.

• Fluent in English and French.
• Strong verbal and written communication skills in both languages.
• Knowledge of AS and web applications.
• Experience with credit and debit processing in a financial or banking environment.
• Understanding of GM Financial’s core business functions, policies and procedures.
• Familiarity with the end‑of‑lease process, center business functions, policies and procedures.
• Knowledge of repossession, remarketing and TOE procedures.
• Experience with financial services and/or banking customer service systems.
• Proficiency with Microsoft Office applications.
• Working knowledge of computers and ability to follow provincial and federal guidelines.
• Strong time‑management skills.
• Ability to interpret debit and credit transactions, demonstrating moderate mathematical and accounting skills.
• Accurate typing and data‑entry skills.
• Ability to handle multiple tasks and deadlines.
• Self‑motivated with the ability to work independently while actively participating in a team.
• Excellent customer‑service skills.
• Detail‑oriented with good organizational and prioritization skills.
• Ability to build and maintain effective working relationships.

• Secondary school diploma required.
• Bachelor’s degree preferred.
• 0–2 years of customer‑service experience required.

• Ability to use AI tools, such as 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, ethics and data protection.

• Excellent health, vision and dental benefits.
• Company match program for RRSP contributions.
• Generous paid time off (personal, vacation, sick, paid holidays).
• Dynamic relationships between teams and leadership.
• Quarterly volunteer opportunities.
• Hybrid work schedule offered; ability to work a portion of your week from home.

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 & Benefits: Base rate: $25 per hour. Eligible for performance‑based incentive plan and health benefits after 30 days of employment.

This posting is for a vacancy. The position remains open until filled.