LAO SC Customer Service Specialist

GM Financial; Monterrey; Presencial; MXN 551,000 - 919,000; Jornada completa

Descripción de la vacante

A financial services company in Monterrey is seeking a Customer Service Manager to lead operations across three countries. You will enhance customer experience, manage strategies, and ensure compliance. Ideal candidates will have a bachelor's degree, bilingual proficiency, and at least three years in customer service management. This role requires excellent project management and communication skills.

Formación

• Minimum 3+ years of experience in Customer Service department.
• Proven experience in Contact Center Operations.
• Ability to manage multiple priorities with minimal oversight.

Responsabilidades

• Identify Customer’s needs and improvement opportunities.
• Help evolve Customer Service into a Customer centric operations.
• Resolve complaints and answer customer questions.

Conocimientos

Fluency in English and Spanish

Customer service experience

Team leadership

Strong communication skills

Project management skills

Educación

Bachelor's degree in Business, Finance, Accounting or Engineering

Master's degree

Greenbelt certification

Herramientas

Microsoft Office tools

Descripción del empleo

This position is responsible for working with the team to solve issues raised by the customers and ensure they are addressed adequately. Daily operations activities include administration of insurance claims, payment inquiries, addressing claims, among other activities, through vendor’s resources ensuring a Customer Experience and Customer centric culture on all interactions towards the customer.

Responsibilities

• Identify Customer’s needs, improvement needs on process, department trends, call drivers and training needs.
• Help evolve Customer Service into a Customer centric, customer Excellence top-notch operations for 3 countries.
• In combination with Vendor identify Quality trends, needs and implement methodologies that help in having a continuous improvement culture.
• Resolve complaints and answer customers questions regarding services and procedures.
• Assure outsourced employees are kept motivated.
• Manage Customer service strategies and activities for 3 countries, maintaining CX indicators within the expected levels.
• Identify opportunities to standardize and merge processes among 3 countries and to move processes from Countries to the Center with adequate quality/cost/benefit analysis.
• Proactively implements changes in business processes.
• Ensure ongoing adherence to all relevant compliance regulations & internal controls and guidelines that may govern the business.
• Promote strong associate relationships, business growth and productivity.
• Generate and analyze daily operations reports to propose new strategies when required and/or identify red alarm trends which may put the operation in risk.

Qualifications

• Bachelor’s degree or equivalent in Business, Finance, Accounting or Engineering is required.
• Master’s degree and/or Greenbelt certification is desired.
• English & Spanish Fluency is a must (will be evaluated).
• At least 3+ years’ experience working in a Customer Service department.
• Proven experience in Contact Center Operations, preferably in Customer Service.
• Proven team leadership.
• Intermediate understanding between operational metrics and financial results.
• Strong influencing and negotiation skills.
• Strong relationship management and interpersonal skills.
• Ability to effectively manage multiple and conflicting priorities with minimal direct oversight.
• Ability to effectively assess performance and deliver feedback.
• Strong oral and written communication skills.
• Strong computer skills, including Microsoft Office tools.
• Excellent project management skills and ability to effectively prioritize tasks.
• Desirable: Experience in Contact Center services (Collections).

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.