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Customer Experience Analyst Bilingual

4 months ago

Toronto, Canada GM Financial Full time

Overview:
**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.

**Responsibilities**:
**About the role**:
The Customer Experience Administration Analyst is responsible for creating safeguards against risk through the continuous monitoring and assessing of GM Financial's business processes, internal controls and policies. Each analyst will work with the departmental management teams to produce the reviews and audits that are relevant to their business needs.
- Perform quality monitoring within CX; identify and address areas of non-compliance in order to provide management teams with valid data.
- Engage in various projects and perform user acceptance testing on CX systems and programs.
- Create and manage process excellence documentation.
- Provide training and communication.
- Interpret trend results and communicate to leadership team.
- Identify opportunities for streamlining department functions and/or process improvements and work with management to assist in the development and implementation of compliance procedures.

Qualifications:

- You have business analysis skills
- Experience Working in an Agile Environment
- Knowledge of financial services and/or banking customer service systems.
- Knowledge of user acceptance testing processes
- Strong verbal and written communication skills.
- Strong time management skills.
- Ability to interact collaboratively with internal customers.
- Ability to prioritize and balance multiple high priorities.
- Able to work with mínimal supervision.

**Experience**:

- 2-4 years of increasing responsibility working in a professional office environment is required.
- Secondary school required
- College diploma or university degree in related field or equivalent work experience is required
- Must be fluent in English and French