Customer Experience Analyst (Bilingual)

GM Financial; Golden Horseshoe; Hybrid; CAD 45,000 - 80,000; Full time

Job summary

An established industry player is seeking a Customer Experience Administration Analyst to enhance business processes and internal controls. In this dynamic role, you'll engage in quality monitoring, user acceptance testing, and process excellence documentation. Collaborating with management, you'll identify areas for improvement and streamline functions, contributing to a culture that values innovation and community. This position offers a hybrid work schedule, excellent health benefits, and opportunities for professional growth, making it an exciting opportunity for those looking to thrive in a supportive environment.

Benefits

Health Benefits

Vision Benefits

Dental Benefits

Company Match for RRSP

Generous Paid Time Off

Quarterly Volunteer Opportunities

Free Parking

Onsite Gym Access

Onsite Cafes

Qualifications

• 2-4 years in a professional office environment required.
• Fluency in English and French is mandatory.

Responsibilities

• Monitor and assess business processes and internal controls.
• Perform quality monitoring and user acceptance testing.
• Identify opportunities for process improvements.

Skills

Business Analysis

Agile Methodology

Financial Services Knowledge

User Acceptance Testing

Microsoft Office Proficiency

Verbal Communication

Written Communication

Time Management

Collaborative Interaction

Prioritization Skills

Education

Secondary School

College Diploma

University Degree

Tools

Microsoft Office

Job description

Overview

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.

Responsibilities

About the role:

The Customer Experience Administration Analyst is responsible for creating safeguards against risk through the continuous monitoring and assessing of GM Financial's business processes, internal controls and policies. Each analyst will work with the departmental management teams to produce the reviews and audits that are relevant to their business needs.

What you will be doing:

1. Perform quality monitoring within CX; identify and address areas of non-compliance in order to provide management teams with valid data.
2. Engage in various projects and perform user acceptance testing on CX systems and programs.
3. Create and manage process excellence documentation.
4. Provide training and communication.
5. Interpret trend results and communicate to leadership team.
6. Identify opportunities for streamlining department functions and/or process improvements and work with management to assist in the development and implementation of compliance procedures.

Qualifications

What makes you a dream candidate?

1. You have business analysis skills.
2. Experience working in an Agile environment.
3. Knowledge of financial services and/or banking customer service systems.
4. Knowledge of user acceptance testing processes.
5. Proficiency with Microsoft Office applications.
6. Strong verbal and written communication skills.
7. Strong time management skills.
8. Ability to interact collaboratively with internal customers.
9. Ability to prioritize and balance multiple high priorities.
10. Able to work with minimal supervision.

Experience:

1. 2-4 years of increasing responsibility working in a professional office environment is required.
2. Secondary school required.
3. College diploma or university degree in related field or equivalent work experience is required.
4. Must be fluent in English and French.

What we offer:

1. Excellent Health, Vision and Dental Benefits.
2. Company Match program for RRSP contributions.
3. Generous Paid Time Off (personal, vacation, sick, paid holidays).
4. Dynamic relationships between teams and leadership.
5. Quarterly Volunteer Opportunities.
6. Hybrid work schedule offered; ability to work a portion of your week from home.
7. Access to free parking and gym onsite.
8. Access to cafes onsite.