Customer Experience Advocate I

GM Financial

. Provide remarkable service within any CX servicing channel to impact customer retention and loyalty strategies to create customers for life .

Posted 10/22/2026full-timeChandler • Arizona • United StatesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates proficiency in customer service and account management, with a strong focus on customer retention and loyalty strategies. Capable of analyzing complex account issues and delivering exceptional service through effective communication and problem-solving skills.

Highest-signal resume keywords

Customer Service ExperienceAccount ManagementAnalytical SkillsCommunication SkillsMicrosoft Office Suite Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Account ManagementData AnalysisProblem SolvingTime ManagementCustomer Retention Strategies

Soft Skills

Active ListeningInterpersonal SkillsProfessionalismDecision MakingPrioritization

Tools & Technologies

Microsoft Office SuiteCustomer Relationship Management Systems

Industry Keywords

GM Financial AccountsCX Servicing ChannelCustomer LoyaltyClosed Loop Feedback ProcessWOW Customer Experience

About the role

Key responsibilities & impact

Provide remarkable service within any CX servicing channel to impact customer retention and loyalty strategies to create customers for life
Capture and deliver a high level of service by gathering, processing, consolidating, and analyzing data to promote brand loyalty and increase retention for the GM and GMF brands
Monitor and maintain a closed loop feedback process to ensure that all customer requests and expectations are exceeded
Establish open communication and build professional relationships with other departments/segments and external vendors, especially Payment Services, Titles/PDP, and Account Services
Perform account management of complex and high exposure accounts to support customer retention
Service accounts through inbound and outbound channels to ensure service levels, account resolution, and timely processing of customer requests
Schedule appropriate account follow-up to ensure customer expectations are met and satisfaction is delivered
Represent GMF and GM in a positive manner
Manage assigned accounts while promoting a positive brand image and customer loyalty
Execute triage account management protocol to deliver immediate resolution to highly complex accounts while promoting first/second call resolution
Champion a WOW customer experience for customers, dealers, peers, and business partners
Execute specialty team processes and strategies as assigned by CX leadership
Support goals and objectives aligned with GM Financial's strategy and mobility objectives

Requirements

What you’ll need

Proficient in Microsoft Office Suite (Word, Excel, PowerPoint and Outlook)
Advanced knowledge and understanding of GM Financial accounts, policy, and procedures
Must embrace company principles and demonstrate understanding of GM Financial's and CXO’s culture
Influences customers and dealers through selling, collecting, promoting and educating
Excellent written and verbal communication skills to interact customer, dealers, team members, senior management, vendors, and external business partners
Demonstrate active listening skills and the ability to probe utilizing opening ended questions to uncover customers and dealers stated and unstated needs
Strong analytical and problem solving skills
Ability to make independent decisions and use sound judgment in relation to the handling of high exposure accounts
Proactively manage time while balancing assigned accounts/tasks with minimal supervision
Strong ability to prioritize multiple and competing duties while delivering a WOW customer and/or dealer experience
Strong ability to navigate and use multiple applications/systems effectively to resolve high-profile and highly complex customer and/or dealer requests or inquiries
Proven interpersonal skills with a high degree of professionalism and the ability to interact with customers, dealers, leaders, peers, and senior management
Proven ability to analyze and use sound judgment to provide the best option to resolve highly complex account issues for customers, dealers, and/or external business partners
Strong focus on providing quality service to internal and external customers
Subject to daily service level requirements
0-2 years of customer service experience preferred
High School Diploma or equivalent required