Why GMF?:
GM Financial International Operations conducts business in Latin America and China. International Operations offers a wide range of wholesale and retail automotive financing products to dealers and their customers. The strength of the international business lies in its ability to tailor its products to meet unique dealer needs, consumer preferences and national requirements in local markets. Latin American country operations include Brazil, Chile, Colombia, Mexico, and Peru.
About the role:
The **Customer Service Sr. Representative (UNE)** is responsible for attend, follow up and respond to UNE requests and complaints. This role is also responsible for managing any request received or required by the regulator as well as regulatory reports.
Also this role require follow-up on special cases and escalations, support execute and monitor any improvements to Customer Service processes with a preventive vision.
What you need:
- Bachelor's degree in administration, engineering, business or related fields (is a must).
- Strong oral and written communication skills in Spanish and English (will be evaluated during the interviews).
- Strong knowledge in Data Base management (Excel, Power Point proficiency).
- +2 years of experience in related areas that support customers.
- Knowledge in servicing processes (Preferable in the financing life cycle areas).
- Teamwork and collaborative attitude across functional groups and various levels within the organization to achieve positive results.
- Data Analysis and constant follow-up skills.
- Prioritize and plan work activities, using time efficiently.
- Detail oriented with a sense of urgency.
- Dynamic and highly responsible and proactive attitude.
- Customer focused approach, empathic with customers' needs, keep Customers in the center.
- Critical thinking skills, focused on simplify and innovate process always keeping the Customer in the Center.
- Embrace change and influence in others.
- Strong ability to communicate with others and negotiation skills (listening, providing clear and concise information, using proper language and grammar).
- Excellent analytical, organizational, problem solving and follow-up skills with the ability to meet time sensitive deadlines.
- Promote and foster DE&I Culture.
What you will be doing:
- Attention to Regulatory channel (UNE) requirements and complaints received from Customers.
- Perform daily, monthly, and quarterly reporting related to UNE.
- Ensure all Customer Service and Back Office documentation regarding UNE is updated.
- Review Customer Service processes to define action plans to prevent our clients from going to regulatory authorities.
- Provide feedback to avoid future customer complaints for the same reason.
- Support Customer Service activities.
- Meet service levels and timely responses to ensure Customer Satisfaction as well Regulatory requests.
- Promote Think Customer culture within GMF.
- Deep dive data analysis of customers complaints to improve different process among the company.
- Work closely with LAO SC, Customer Service, CXO and other areas that were impacted by principal Customer´s requests/complaints.
What we offer:
At GM Financial we want you to be the most authentic version of yourself. We take care of your work-life balance by programming wellness and integration activities, where you will strengthen your relationships with peers and contribute towards the development and wellbeing of your community, while providing you with a competitive salary and benefits. Some of our global benefits include Extended Maternity & Paternity Leaves, Personal Days & Community Investment hours.
Mexico: Additional benefits include Medical Plans, Profit Sharing, Life Insurance, Savings Fund & Pension Plan and others.
LI-MON
Disclaimer: Mexico - GM Financial is an Equal Opportunity Employer and is committed to diversity and inclusion at every level of our organization. We do not discriminate against any applicant or employee based on race, color, age, gender, marital status, national origin, religion, sexual orientation, gender identity, veteran status, disability, or any other that undermines human dignity and aims to nullify or impair people´s rights and freedoms.