Customer Experience Advocate I

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 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.

In this role you will:

• Provide remarkable service within any CX servicing channel to impact customer retention and loyalty strategies to create 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 that 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, in an effort 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 the appropriate account follow up to ensure customer expectations are met and the highest level of satisfaction is delivered
• Demonstrate a high degree of professional decorum to represent GMF and GM in a positive manner
• 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 a customer for life and promote GMF mobility objectives