Customer Experience Advocate I-Bilingual

GM Financial•Chandler, AZ

11d•Hybrid

About The Position

The Customer Experience (CX) Advocate executes loyalty and retention strategies and resolves issues for highly complex accounts in a timely manner while following company policies and procedures and applicable state and federal laws. The role involves frequent contact with internal departments, customers, dealers, and external vendors. The advocate proactively partners with business partners and leaders to resolve complex customer or dealer issues, support loyalty and brand retention, and promote customer satisfaction and performance measures. Customer inquiries are handled through multiple communication channels as business needs require. The role serves and manages complex, high-exposure accounts through inbound and outbound channels, follows up on requests, and uses account-management and triage processes to support timely resolution and customer retention. The advocate builds professional relationships across departments and with vendors, represents GM Financial and GM professionally, and carries out specialty-team processes and strategies assigned by CX leadership. The position is in a fast-paced office environment with daily service-level requirements and a flexible hybrid schedule requiring two days per week in the office. A flexible schedule, potential shift changes, occasional overtime, or split shifts may be required.

Requirements

Fluent in English and Spanish.
Proficient in Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook.
Advanced knowledge and understanding of GM Financial accounts, policies, and procedures.
Embrace company principles and demonstrate understanding of GM Financial’s and CXO’s culture.
Ability to influence customers and dealers through selling, collecting, promoting, and educating.
Excellent written and verbal communication skills for interacting with customers, dealers, team members, senior management, vendors, and external business partners.
Active listening skills and ability to use open-ended questions to uncover stated and unstated customer and dealer needs.
Strong analytical and problem-solving skills.
Ability to make independent decisions and use sound judgment when handling high-exposure accounts.
Ability to manage time proactively and balance assigned accounts and tasks with minimal supervision.
Ability to prioritize multiple competing duties while delivering a strong customer or dealer experience.
Ability to navigate and use multiple applications and systems to resolve high-profile and highly complex requests or inquiries.
Interpersonal skills and professionalism when interacting with customers, dealers, leaders, peers, and senior management.
Ability to analyze complex account issues and use sound judgment to determine the best resolution for customers, dealers, or external business partners.
0–2 years of customer service experience.
Required: Associate degree.
Must be able to work a flexible schedule, including potential shift changes; occasional overtime or split shifts may be required.

Nice To Haves

High school diploma or equivalent.
Bachelor’s degree or equivalent combination of education and experience.
Master’s degree.
Experience integrating AI into workflows to improve efficiency or insights.
Familiarity with responsible AI use, including ethics and data protection.

Responsibilities

Provide remarkable service through CX servicing channels to support customer retention and loyalty.
Gather, process, consolidate, and analyze data to promote brand loyalty and increase retention for GM and GFM brands.
Monitor and maintain a closed-loop feedback process to ensure customer requests and expectations are addressed.
Build professional relationships with internal departments and external vendors, especially Payment Services, Titles/PDP, and Account Services, to improve customer experience and secure customer and dealer loyalty.
Manage complex and high-exposure accounts to support customer retention.
Service accounts through inbound and outbound channels to support service levels, account resolution, and timely processing of customer requests.
Schedule account follow-up to ensure customer expectations are met and satisfaction is supported.
Represent GM Financial and GM professionally.
Manage assigned accounts while promoting a positive brand image and customer loyalty.
Execute triage account-management protocols to resolve highly complex accounts and promote first- and second-call resolution.
Champion a high-quality customer experience for customers, dealers, peers, and business partners.
Execute specialty-team processes and strategies assigned by CX leadership.
Support goals and objectives aligned with GM Financial’s strategic focus on customer retention and mobility objectives.
Use AI tools and evaluate AI outputs for accuracy, compliance, and bias; integrate AI into workflows and use AI-assisted research, summarization, and content generation responsibly.