Customer Experience Advocate Bilingual-CDN

GM Financial is the wholly owned captive finance subsidiary of General Motors, providing global auto finance solutions. The Customer Experience Advocate role focuses on delivering excellent customer service through effective communication and problem resolution for lease and loan inquiries, while promoting brand loyalty and customer satisfaction.

Responsibilities

• Deliver excellent service to customers and dealers across multiple channels, with focus on first contact resolution
• Support company goals that strengthen strategic alignment and promote long-term customer loyalty
• Maintain accuracy and integrity of customer data by following policies, procedures, and regulatory requirements
• Resolve customer inquiries effectively using strong communication skills and appropriate payment solutions
• Schedule and manage account follow-ups to meet customer expectations and ensure high satisfaction
• Handle inbound and outbound calls to support service levels, timely processing, and account resolution
• Promote GM Financial, GM, and partner products through campaigns and initiatives to drive revenue and brand loyalty
• Provide guidance on lease-end options, ensuring customers and dealers understand contractual obligations and processes
• Act as a liaison between customers and dealers to improve communication and overall experience
• Collaborate with internal teams to resolve issues quickly and deliver a customer-centric service experience

Skills

• Fluent in English and French
• Strong verbal and written communication skills in English and French
• Knowledge of AS and web applications
• Knowledge of credit and debit processing in financial or banking environment
• Knowledge of GM Financials core business functions, policies and procedures
• Knowledge of the end of lease process, center business functions, policies, and procedures
• Knowledge of repossession, remarketing and TOE procedures
• Knowledge of financial services and/or banking customer service systems
• Knowledge of Microsoft Office applications
• Working knowledge of computers and the ability to follow Provincial and Federal guidelines
• Good time management skills
• Ability to interpret debit and credit transactions demonstrating moderate mathematical and accounting skills
• Accurate typing and data entry skills
• Ability to handle multiple tasks and deadlines
• Ability to be successful in a fast-paced call center environment
• Excellent customer service skills
• Detail oriented with good organizational and prioritization skills
• Ability to build and maintain effective working relationships
• Self-motivated and able to work with minimal supervision while actively participating in a team environment
• Secondary School required
• 0-2 Years in Customer Service experience required
• Bachelors preferred
• 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

Benefits

• Excellent Health, Vision and Dental Benefits.
• Company Match program for RRSP contributions
• Generous Paid Time Off (personal, vacation, sick, paid holidays)
• Dynamic relationships between teams and leadership
• Quarterly Volunteer Opportunities
• Hybrid work schedule offered; ability to work a portion of your week from home
• 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.

Company Overview