Customer Experience Support Specialist Bilingual

Job summary

The Customer Experience Support Specialist manages timely and accurate responses to multi-channel internal and external requests regarding lease and loan accounts. They are responsible for evaluating account information, performing administrative tasks, and providing high-quality service to customers and dealers.

Job details

Why GM Financial? GM Financial is the wholly owned captive finance subsidiary of General Motors. We are a global provider of auto finance solutions. 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, we are looking for people who want to embark on an exciting career journey. 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. Responsibilities About the role-This role is responsible for providing end-to-end customer and account support throughout the lease lifecycle. The position works closely with internal teams, dealers, and customers to resolve account issues, process administrative requests, support lease assumption and remarketing activities, and ensure all transactions are completed accurately and in compliance with company policies and regulatory requirements. In this role you will: Generate and approve customer correspondence and coordinate delivery via email and certified mail. Manage customer requests including refunds, title/lien releases, debt validation, and account updates. Support off-lease and remarketing processes to ensure accurate account finalization. Collaborate with internal departments to resolve account issues and identify process improvements. Process lease assumptions, credit applications, and customer/dealer account maintenance activities. Respond to customer and departmental inquiries while providing a high level of customer service. Partner with Payment Services to resolve payment-related issues and generate payoff documentation. Ensure adherence to company policies, procedures, and federal and provincial regulatory requirements. Qualifications What makes You an ideal candidate? Fluent in English and French Strong verbal and written communication skills in English and French Knowledge of financial services or banking customer service systems Knowledge of GM Financials core business functions, policies and procedures Knowledge of Microsoft Office applications Knowledge of the end of lease process, center business functions, policies, and procedures Basic knowledge of repossession, remarketing and TOE procedures Working knowledge of computers and the ability to follow Provincial and Federal guidelines Ability to make sound business decisions based on accurate analysis of information Excellent customer service skills Detail oriented with good organizational and prioritization skills Team player with the ability to work in a fast paced environment Self-motivated and able to work with minimal supervision while actively participating in a team environment Accurate data entry, proofreading and typing skills Ability to operate standard office equipment such as fax machines, copiers, etc. Education & Work Experience Secondary School required Bachelors Preferred Experience in customer service or an office environment required Additional Knowledge and Skills Working effectively within an AI enabled environment: 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 What We Offer 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 Our Culture: Our team members define and shape our culture — an environment that welcomes innovative ideas, fosters integrity, and creates a sense of community and belonging. Here we do more than work — we thrive. This posting is for a vacancy. The base range for this role is: 25/hr At GM Financial, we strive for transparency in all aspects of our business, including pay equity. This is the GM Financial pay range for this role and job level. The exact salary and compensation will vary based on factors like knowledge, skills, experience, and education. 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. #GMFJobs #LI-Hybrid #LI-AV1

What you’ll do

The Customer Experience Support Specialist manages timely and accurate responses to multi-channel internal and external requests regarding lease and loan accounts. They are responsible for evaluating account information, performing administrative tasks, and providing high-quality service to customers and dealers.

Requirements

Candidates must be fluent in both English and French and possess experience in customer service or an office environment. Proficiency in Microsoft Office and the ability to utilize AI tools for research and workflow efficiency are required.

Benefits

• Health insurance
• Vision insurance
• Dental insurance
• RRSP company match
• Paid time off
• Paid holidays
• Performance-based incentive plan

Listed skills

• Customer service · Preferred
• Problem solving · Preferred
• Microsoft Office · Preferred
• Prioritization · Preferred
• Data entry · Preferred
• Communication Skills · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Bilingual English and French
• Customer service
• Financial services
• Data entry
• Microsoft Office
• Microsoft Copilot
• AI tools
• Communication skills
• Problem solving
• Organizational skills
• Prioritization
• Administrative tasks
• Proofreading
• Typing
• Research
• Content generation
• Communication
• Problem Solving
• Workflow Management
• Ethical Standards And Conduct
• Financial Services
• Artificial Intelligence
• Organizational Skills
• Finance
• Information Privacy
• Customer Service
• Administrative Functions
• Data Entry
• Loans
• Customer Support
• Multilingualism
• Bilingual (French/English)
• Automotive Finance
• Commercial Lending
• Repossession

Job areas

• Customer Service & Support
• Finance & Accounting
• Administrative
• Customer Experience Specialist
• Customer Service Representative (General)
• Inquiry Clerks
• Customer Service Representatives

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