Customer Experience Advocate Bilingual

Why GM Financial?

GM Financial is the wholly owned captive finance subsidiary of General Motors and is headquartered in Fort Worth, U.S. We are a global provider of auto finance solutions, with operations in North America, South America, and the Asia Pacific region. Through our long-standing relationships with auto dealers, 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, 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.

About the role:

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.

In this role you will:

• 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.

What makes You an ideal candidate?

• 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 systems.
• Knowledge of Microsoft Office applications
• 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 minimal supervision while actively participating in a team environment

Additional Knowledge and Skills

Working effectively within an AI enabled environment:

• Ability to use AI tools (e.g., 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, including ethics and data protection

Work Experience & Education

• Secondary School required
• Bachelors Preferred
• 0-2 Years in Customer Service experience required

What We Offer

• 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 Culture: 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.

Work Life Balance: Flexible hybrid work environment, 3-days a week in office.

This role will pay 25/hr along with bilingual premium.

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