Customer Experience Advocate

4 days ago

Toronto, Canada GM Financial Full time

**Job**:Customer Experience Advocate Bilingual-CDN.
***

**Overview**:
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, and 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.

**Qualifications**:
**Knowledge**:

- Fluent in English and French.
- Strong verbal and written communication skills in English and French.
- Knowledge of credit and debit processing in a financial or banking environment.
- Knowledge of GM Financial's 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 systems.
- Working knowledge of computers and the ability to follow Provincial and Federal guidelines.
- Good 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.
- Ability to be successful in a fast-paced call center environment.
- Excellent customer service skills.
- Detail-oriented with good organizational and prioritization skills.
- Ability to build and maintain effective working relationships.
- Self-motivated and able to work with mínimal supervision while actively participating in a team environment.

***

**Education**:

- Secondary School is required.
- Bachelors preferred.

**Experience**:

- 0-2 Years of Customer Service experience required.

**What We Offer**:

- Excellent Health, Vision, and Dental Benefits.
- Bi-lingual Pay Differential if you’re fluent in Spanish or French.
- Company Match program for RRSP contributions.
- Generous Paid Time Off (personal, vacation, sick, paid holidays).
- Casual Dress Code.
- Dynamic relationships between teams and leadership.
- Quarterly Volunteer Opportunities.
- Quarterly Bonus Opportunities.
- Hybrid work schedule offered after training period; ability to work a portion of your week from home.

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