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. 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.

Why GM Financial?

GM Financial is the wholly owned captive finance subsidiary of General Motors. We are a global provider of auto finance solutions. 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, we are looking for people who want to embark on an exciting career journey. 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.

The Customer Experience Advocate is responsible for delivering a positive customer experience while servicing inbound and outbound lease and loan inquiries from consumers, dealerships, internal departments and other third parties. The Advocate must maintain business knowledge related to auto financing, contract information and understand key processes from various operational areas within the company to research and resolve lease and loan inquiries.

This team member is responsible for evaluating account information and documenting correspondence, following procedures, and making sound business decisions.

This position is responsible for providing  Best In Class  service by engaging internal and external customers via multi-channel requests, focusing on brand loyalty and creating an environment that increases overall customer satisfaction and retention. Key areas of focus include proactively partnering with external business partners, Team Leaders and Managers to expedite and resolve customer issues in a timely manner. These roles include Dealer Phone Support, End of Term Phone, Customer and Dealer Resolution and Deficiency Follow up.

• 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 English and French
• Knowledge of AS and web applications.
• Knowledge of credit and debit processing in financial or banking environment.
• Knowledge of GM Financials core business functions, policies and procedures.
• Knowledge of the end of lease process, center business functions, policies, and procedures
• Knowledge of repossession, remarketing and TOE procedures
• Knowledge of financial services and/or banking customer service…