Customer Service Representative (Bilingual)

GM Financial; Ottawa; Hybrid; CAD 40,000 - 80,000; Full time

Job summary

An established industry player is seeking dynamic individuals eager to embark on a rewarding career in auto finance. This role focuses on delivering exceptional customer service while managing lease and loan inquiries, ensuring customer satisfaction through effective communication and problem-solving. Join a team that values integrity and fosters a supportive community, where your contributions will directly impact customer loyalty and business success. With opportunities for professional growth and a hybrid work schedule, this position offers a unique chance to thrive in a fast-paced environment while making a difference in the lives of customers. If you are passionate about customer service and want to be part of an innovative team, this is the perfect opportunity for you.

Benefits

Health Benefits

Vision Benefits

Dental Benefits

Bi-lingual Pay Differential

Company Match for RRSP

Generous Paid Time Off

Quarterly Volunteer Opportunities

Qualifications

• 2 years of experience in customer service or office environment preferred.
• Fluency in French and English is a must.

Responsibilities

• Deliver positive customer experience for lease and loan inquiries.
• Evaluate account information and document correspondence.

Skills

Customer Service Skills

Communication Skills

Multi-tasking

Analytical Skills

Attention to Detail

Education

Secondary School

Post-secondary Education

Tools

Microsoft Office

Banking Customer Service Systems

Job description

Overview

Please note that we have three openings for this position.

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.

Responsibilities

About the role:

• 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.
• 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.
• Responsible for evaluating account information and documenting correspondence, following procedures, and making sound business decisions.
• 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.
• Contact with other departments and segments is necessary to fulfill certain tasks and help the business achieve optimal results and team objectives as this position directly affects the financial results produced by the company.

Qualifications

What makes you a dream candidate?

• Ability to manage timely and accurate responses to multi-channel internal and external requests related to Lease & Loan accounts.
• Proven experience interacting with internal and external customers and dealers.
• Ability to evaluate account information and document correspondence, completing administrative tasks, and making sound business decisions.
• Strong written and verbal communication skills with the ability to multi-task.
• Knowledge of financial services or banking customer service systems and Microsoft Office applications.
• Ability to make sound business decisions based on accurate analysis of information.
• Excellent customer service skills and mathematical aptitude along with attention to data entry.
• 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.

Experience

• Secondary School required.
• Post-secondary education preferred.
• 2 years of experience in a customer service or office environment is preferred.
• Previous automotive industry experience is preferred but not required.
• Must be fluent in French and English.

What We Offer

• Excellent Health, Vision, and Dental Benefits.
• Bi-lingual Pay Differential if fluent in French.
• 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.