Overview:

The Customer Experience Advocate is responsible for delivering a positive customer experience while servicing inbound and outbound lease and loan inquiries from consumers, dealerships, internal departments and other third parties. The Advocate must maintain business knowledge related to auto financing, contract information and understand key processes from various operational areas within the company to research and resolve lease and loan inquiries. This team member is responsible for evaluating account information and documenting correspondence, following procedures, and making sound business decisions. This position is responsible for providing Best In Class service by engaging internal and external customers via multi-channel requests, focusing on brand loyalty and creating an environment that increases overall customer satisfaction and retention. Key areas of focus include proactively partnering with external business partners, Team Leaders and Managers to expedite and resolve customer issues in a timely manner. These roles include Dealer Phone Support, End of Term Phone, Customer and Dealer Resolution and Deficiency Follow up.

Qualifications:

Knowledge

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 verbal and written communication skills

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

Education

Secondary School required

Bachelors preferred