Customer Experience Advocate Bilingual

GM Financial; Toronto; Hybrid; CAD 29,000 - 40,000; Full time

Benefits offered by this job

Health, Vision and Dental Benefits

RRSP matching program

Generous paid time off

Hybrid work schedule

Volunteer opportunities

Job summary

GM Financial in Ontario, Toronto area seeks a Customer Experience Advocate to deliver a positive customer experience while servicing inbound and outbound lease and loan inquiries from consumers, dealerships, internal departments and other third parties.

The role requires strong communication, knowledge of auto financing processes, and the ability to resolve issues with a customer-focused approach. Hybrid work options are available to support work-life balance.

Qualifications

• Fluent in English and French with strong communication
• 0-2 years in customer service preferred
• Knowledge of credit/debit processing in financial environment
• Familiarity with GM Financial policies and procedures

Responsibilities

• Deliver high-quality service to customers and dealers across multiple channels
• Foster long-term customer relationships to support strategic goals
• Maintain data integrity in line with policies and regulations
• Resolve inquiries using effective communication and available payment options
• Handle follow-ups to meet customer expectations and timelines
• Provide expertise on lease-end options and account termination processes
• Collaborate across departments for timely issue resolution

Skills

Bilingual English/French

Customer service excellence

Communication skills

Time management

Organizational skills

Team collaboration

Education

Secondary School

Bachelor's degree (preferred)

Tools

Microsoft Office

AI tools (Copilot)

Job description

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.

Job Description

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

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.

In This Role You Will

• Deliver high-quality service to customers and dealers across multiple channels, prioritizing first-contact resolution.
• Support GM Financial's strategic goals by fostering long-term customer relationships.
• Maintain data integrity by adhering to company policies and regulatory requirements.
• Resolve inquiries and issues effectively using strong communication and available payment solutions.
• Manage follow-ups to meet customer expectations and ensure satisfaction.
• Handle inbound and outbound calls to support service levels and timely request processing.
• Promote products and initiatives to drive revenue and strengthen brand loyalty.
• Provide expertise on lease-end options, including obligations and account termination processes.
• Act as a liaison between customers and dealers to enhance communication and experience.
• Collaborate across departments to ensure timely, customer-focused issue resolution.

Qualifications

What makes You an ideal candidate?

• 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

Education & Work Experience

• Secondary School required
• Bachelors preferred
• 0-2 Years in Customer Service experience 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.

#GMFJobs

#GMFJobs

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.