Customer Experience Advocate I

GM Financial is the wholly owned captive finance subsidiary of General Motors, 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 long-standing relationships with auto dealers, we offer attractive retail financing and lease programs to meet customer needs, as well as commercial lending products to help dealers finance and grow their businesses.

About the role

This role delivers exceptional customer service and account management support to strengthen customer loyalty, retention, and satisfaction for GM Financial and General Motors. The position serves as a key advocate for customers by resolving complex account issues, building strong cross-functional relationships, and ensuring a seamless, high-quality customer experience across all service channels.

Responsibilities

• Provide remarkable service within any CX servicing channel to impact customer retention and loyalty strategies, creating customers for life
• Capture and deliver a high level of service by gathering, processing, consolidating, and analyzing data to promote brand loyalty and increase retention for the GM and GMF brands
• Monitor and maintain a closed-loop feedback process to ensure all customer requests and expectations are exceeded
• Establish open communication and build professional relationships with other departments/segments and external vendors, especially Payment Services, Titles/PDP, and Account Services, to enhance the customer experience and secure customer and dealer loyalty
• Perform account management of complex and high-exposure accounts to support customer retention
• Service accounts through inbound and outbound channels to ensure service levels, account resolution, and timely processing of customer requests
• Schedule appropriate account follow-up to ensure customer expectations are met and the highest level of satisfaction is delivered
• Demonstrate professional decorum to represent GMF and GM positively
• Manage assigned accounts while promoting a positive brand image and customer loyalty
• Execute triage account management protocol to deliver immediate resolution to highly complex accounts while promoting first/second call resolution
• Champion delivering a WOW customer experience to customers, dealers, peers, and various business partners
• Execute specialty team processes and strategies as assigned by CX leadership
• Proactively support goals and objectives that positively impact GM Financial's strategic alignment to create customers for life and promote GMF mobility objectives
• Subject to daily service level requirements

Requirements

• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook)
• Advanced knowledge and understanding of GM Financial accounts, policy, and procedures
• Must embrace company principles and demonstrate understanding of GM Financial’s and CXO’s culture
• Influences customers and dealers through selling, collecting, promoting, and educating
• Excellent written and verbal communication skills to interact with customers, dealers, team members, senior management, vendors, and external business partners
• Demonstrate active listening skills and the ability to probe using open-ended questions to uncover customers' and dealers' stated and unstated needs
• Strong analytical and problem-solving skills
• Ability to make independent decisions and use sound judgment in handling high-exposure accounts
• Proactively manage time while balancing assigned accounts/tasks with minimal supervision
• Strong ability to prioritize multiple and competing duties while delivering a WOW customer and/or dealer experience
• Strong ability to navigate and use multiple applications/systems effectively to resolve high-profile and highly complex customer and/or dealer requests or inquiries
• Proven interpersonal skills with a high degree of professionalism and the ability to interact with customers, dealers, leaders, peers, and senior management
• Proven ability to analyze and use sound judgment to provide the best option to resolve highly complex account issues for customers, dealers, and/or external business partners
• Strong focus on providing quality service to internal and external customers

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

Qualifications

• 0-2 years of customer service experience preferred
• High School Diploma or equivalent required
• Bachelor’s Degree or equivalent combination of education and experience preferred

Benefits

• 401K matching
• Bonding leave for new parents (12 weeks, 100% paid)
• Tuition assistance
• Training opportunities
• GM employee auto discount
• Community service pay
• Nine company holidays

Pay

Competitive pay and bonus eligibility.

Schedule

Flexible hybrid work environment, 2 days a week in office.