Customer Experience Support Specialist

**Job Description** **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. Our Purpose: We pioneer the innovations that move and connect people to what matters. **Responsibilities** **About the role** \-The Customer Experience Support Specialist is responsible for managing timely and accurate responses to multi\-channel internal and external requests related to Lease \& Loan accounts. This individual is responsible for interacting with internal and external customers and dealers. This team member is responsible for evaluating account information and documented correspondence, completing administrative tasks, and making sound business decisions. Direct contact with other departments and segments is necessary to fulfill certain tasks. Achieving optimal business results and team objectives in this position directly affects the financial results produced by the company. This position is responsible for providing "Best in Class" service by representing GM Financial professionally and efficiently when interacting with internal and external customers. * Generate and approve outgoing customer correspondence \& arrange for delivery via certified mail and email. * Collaborate with internal team members to resolve account issues, perform and approve system generated tasks, process administrative requests and identify/present improvement opportunities. * Coordinate with internal groups to ensure off\-lease vehicles accurately flow through the Remarketing process to properly assess and finalize the account and generate end of term financial obligation. * Manage and respond to CX department email \& incoming communication. * Manage customer requests including but not limited to title/lien releases, customer refunds, validation of debt, and demographic updates. * Identify deficiencies and work with internal team members to resolve. * Liaise with Payment Services to resolve accounts and ensure appropriate allocation of funds, including refund requests, adjustments and generate payoff documentation. * Provide quality, professional customer service to each incoming and outgoing written request and interaction with our internal and external customers. * Input credit applications into lease originations systems for credit approval. Process \& book lease assumption requests as required. * Perform customer and dealer account maintenance. * Accountable for compliance to policy, procedures as well as legal, provincial, and federal regulatory requirements **Qualifications** **What makes you an ideal candidate?** * Strong written and verbal communication skills with the ability to multi\-task * Knowledge of financial services or banking customer service systems * Knowledge of GM Financials core business functions, policies and procedures * Knowledge of Microsoft Office applications * Knowledge of the end of lease process, center business functions, policies, and procedures * Basic knowledge of repossession, remarketing and TOE procedures * Working knowledge of computers and the ability to follow Provincial and Federal guidelines * Ability to make sound business decisions based on accurate analysis of information * Good verbal and written communication skills * Excellent customer service skills and mathematical ability * Detail oriented with good organizational and prioritization skills * Team player with the ability to work in a fast paced environment * Self\-motivated and able to work with minimal supervision while actively participating in a team environment * Accurate data entry, proofreading and typing skills * Ability to operate standard office equipment such as fax machines, copiers, etc **Experience** * 2 years of experience in a customer service or office environment is preferred * Secondary School required * Bachelors Preferred **What We Offer** * Hybrid work schedule offered; ability to work a portion of your week from home. * Excellent Health, Vision and Dental Benefits * 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 **This posting is for a vacancy.** **The base pay for this role is 25/hr** **At GM Financial, we strive for transparency in all aspects of our business, including pay equity. This is the GM Financial pay range for this role and job level. The exact salary and compensation will vary based on factors like knowledge, skills, experience, and education.** **This role is eligible to participate in a performance\-based incentive plan. Full time employees are eligible to participate in health benefits after 30 days of employment.**