Customer Experience Advocate Bilingual

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, 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.

**Responsibilities**:

- Provide excellent internal and external customer and dealer service via multi-channel requests focusing on first contact resolution.
- Proactively support goals and objectives that positively impact GM Financial's strategic alignment to create a customer for life
- Ensure integrity of customer information by following established policies and procedures, including compliance with
- Provincial and Federal agencies.
- Contribute to the company’s operating results by utilizing effective communication skills to resolve customer inquiries and
- deficiencies and effectively utilize payment resources.
- Schedule the appropriate account follow up to ensure customer expectations are met and the highest level of satisfaction is
- delivered.
- Receive and make outbound calls and account follow up to ensure service levels, account resolution, and timely processing of
- customer requests.
- Proactively influence customers through marketing campaigns and other strategic initiatives by promoting GMF, GM and third
- party products to generate revenue and promote brand loyalty.
- Fully versed in lease end options to inform lessees and dealers of contractual obligations, policies and procedures related to
- account termination and disposal.
- Act as a liaison between dealers and customers to foster and enhance communications and maximize the overall customer and dealer experience.
- Facilitate interdepartmental communication to ensure timely and customer centric resolution of customer and Dealer issues.

Qualifications:
**Knowledge**
- Fluent in English and French
- Strong verbal and written communication skills in English and French
- 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 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 required
- Bachelors preferred

**Experience**
- 0-2 Years in Customer Service experience required.

**Work Requirements**
- Hybrid Schedule in Toronto Office (Subject to change)

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