Customer Experience Advocate I

GM Financial•Chandler, AZ

12d•Hybrid

About The Position

The Customer Experience 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 interacts frequently with internal departments, customers, dealers, and external vendors, and helps expedite complex customer and dealer issues to support loyalty, brand retention, satisfaction, and customer experience performance indicators. Customer inquiries are handled through multiple communication channels based on business needs. The advocate provides account management and service through inbound and outbound channels, coordinates follow-up, maintains a closed-loop feedback process, and works with other departments and business partners to resolve account matters. The role also follows specialty-team processes and triage protocols to pursue immediate resolution and first- or second-call resolution, while representing GM Financial and General Motors professionally and promoting customer and dealer loyalty. This position is based in a flexible hybrid work environment, with two days per week in the office. The role is subject to daily service-level requirements. Candidates requiring visa sponsorship cannot be considered.

Requirements

High school diploma or equivalent required.
Proficiency with Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook.
Advanced knowledge and understanding of GM Financial accounts, policies, and procedures.
Ability to 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 ask 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 proactively manage time 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 effectively to resolve complex, high-profile customer and dealer requests or inquiries.
Professional interpersonal skills for interacting with customers, dealers, leaders, peers, and senior management.
Ability to analyze complex account issues and use sound judgment to identify the best resolution.
Strong focus on quality service for internal and external customers.
Ability to meet daily service-level requirements.
Ability to use AI tools such as Microsoft Copilot to support daily work, evaluate AI outputs for accuracy, compliance, and bias, integrate AI into workflows, use AI-assisted research and content generation, and follow responsible AI practices, including ethics and data protection.

Nice To Haves

0–2 years of customer service experience preferred.
Bachelor’s degree or equivalent combination of education and experience preferred.

Responsibilities

Provide service through CX servicing channels to support customer retention and loyalty strategies.
Gather, process, consolidate, and analyze data to support brand loyalty and retention.
Monitor and maintain a closed-loop feedback process to ensure customer requests and expectations are met or exceeded.
Build professional relationships with internal departments, segments, and external vendors—especially Payment Services, Titles/PDP, and Account Services—to improve the customer experience and support customer and dealer loyalty.
Manage complex and high-exposure accounts to support customer retention.
Service accounts through inbound and outbound channels, ensuring service levels, account resolution, and timely processing of customer requests.
Schedule account follow-up to meet customer expectations and support satisfaction.
Represent GM Financial and General Motors professionally.
Manage assigned accounts while promoting a positive brand image and customer loyalty.
Execute triage account-management protocols to resolve highly complex accounts promptly and promote first- or 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 that advance GM Financial’s strategic alignment, customer-for-life goals, and mobility objectives.