Customer Service Sr. Representative

Gm Financial; Xico; On-site; MXN 240,000 - 320,000; Full time

Job summary

GM Financial, empresa líder en servicios financieros para la industria automotriz, busca un/a Customer Service Senior para Monterrey. El rol se centra en brindar una experiencia excepcional al cliente, gestionar reclamaciones de seguros y asegurar el cumplimiento de procedimientos y estándares de servicio.

Se requiere manejo de inglés y español, habilidades de análisis y trabajo en equipo. Ofrecemos un ambiente de trabajo dinámico y oportunidades de desarrollo dentro de una compañía global y

Qualifications

• Se valorará experiencia en atención al cliente y banca.
• Bilingüe en español e inglés, tanto escrito como verbal.
• Capacidad de colaborar y trabajar en equipo en un entorno dinámico.

Responsibilities

• Proporcionar una experiencia de cliente excepcional asegurando comunicaciones oportunas y precisas a lo largo del ciclo de vida del cliente.
• Gestionar reclamaciones de seguros, cumpliendo con procedimientos y estándares de servicio.
• Mantener información de reclamaciones en los sistemas de la empresa y realizar reportes.
• Monitorear y gestionar solicitudes y consultas de pólizas de seguros.
• Cumplir SLAs en tickets relacionados con seguros y resolver casos para satisfacción del cliente.
• Colaborar con equipos transversales para una gestión de casos eficaz y resolución de reclamos.

Skills

Servicio al cliente

Bilingüe español-inglés

Trabajo en equipo

Adaptabilidad al cambio

Habilidades interpersonales

Gestión del tiempo

Gestión de datos e informes

Análisis y resolución de problemas

Education

Licenciatura en Administración de Empresas, Informática, Contabilidad o afines

Tools

Microsoft Office

Microsoft Copilot

Job description

Customer Service Sr. Representative

Empresa : Gm Financial

Tipo de empleo : Tiempo completo

Monterrey, Mexico

Descripción del trabajo - Customer Service Sr. Representative

Description

Why GM Financial?

GM Financial is the wholly owned captive finance subsidiary of General Motors and is headquartered in Fort Worth, U.S. We are a global provider of auto finance solutions, with operations in North America, South America, and the Asia Pacific region. Through our long-standing relationships with auto dealers, 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, 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

• Deliver an exceptional customer experience by ensuring timely and accurate communication throughout the customer lifecycle.
• Manage insurance claims, ensuring compliance with established procedures and service standards.
• Update and maintain accurate insurance claim information within company systems.
• Monitor and manage insurance requests, claims, and policy inquiries.
• Monitor and report on compensation payments received by the different insurance companies.
• Monitor and reporting of unearned premiums payments received by the different insurance companies.
• Meet established SLAs in insurance-related tickets delivering quality responses to ensure Customer satisfaction.
• Maintain direct communication with customers when required to facilitate case resolution and improve customer satisfaction
• Perform daily/weekly/monthly reporting related with the process assigned to Analyst.
• Continuous review and improvement of processes in the Customer Service area.
• Maintain controls established to meet the objectives of Customer Service Department.
• Reporting area results.
• Collaborate closely with cross-functional teams, including Customer Service, Insurance Sales, Finance, Collections, CXO, and LAO SC, to ensure effective case management and claim resolution.
• Support user acceptance testing (UAT) in system updates and improvements.
• Provide support to customers visiting local offices and assist with the resolution of their requests.

Qualifications

What makes You an ideal candidate?

• Customer Service values / orientation.
• Bilingual (Spanish & English) both written and verbal.
• Teamwork and collaboration.
• Ability to embrace change and to adapt to organizational challenges.
• Strong interpersonal, verbal and written skills.
• Organizational and time management skills.
• Data management and reporting.
• Analytical and problem-solving ability.

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 insightsFamiliarity with AI assisted research, summarization, and content generation
• Understanding of responsible AI use, including ethics and data protection

Work Experience & Education

• Working experience in Customer Service/Banking related activities. (+2 years)
• Working knowledge and experience in computer programs such as Microsoft Office. (High database management knowledge)
• Bachelor degree in Business Administration, Informatics, Accountant or related in Economic fields.

GM Financial is an Equal Opportunity Employer and is committed to diversity and inclusion at every level of our organization. We do not discriminate against any applicant or employee based on race, color, age, gender, marital status, national origin, religion, sexual orientation, gender identity, gender expression, veteran status, disability, or any other that undermines human dignity and aims to nullify or impair people's rights and freedoms.

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