The bilingual Customer Communications Representative I will assist, respond to and initiate servicing for GM Financials web customers in both English and French languages. This employee has contact with internal and external customers including branch team members and dealers.
Detailed Description JOB DUTIES:
Communicate fluently in French and English to respond to incoming email correspondence via the web including customer calls to provide best in class service. Provide technical support to all GM Financial web customers. Proactively work with customers via the web to obtain/negotiate payments on current and early stage past due accounts while maintaining quality customer service and achieving established performance goals. Contribute to the companys operating results by resolving customer delinquencies and effectively utilizing the appropriate resources in order to assist customers in bringing their loan payments current. Assist customer with information and any account changes needed as appropriate. Provide First Contact Resolution Servicing. Proactively influence revenue flow by sharing and promoting the use of GM Financial and third party products based on customer needs. Cross-sell company products based upon targeted marketing campaigns via the companys website and by phone. Seek to improve efficiencies and decrease operating expenses by initiating and sharing ideas for process and quality improvements. Effectively utilize company systems and tools in servicing customers.
OTHER IMPORTANT DUTIES
Complete special projects, as needed. Perform other related duties, as needed. REPORTING RELATIONSHIP:
Reports to: Customer Service Team Leader
Direct Reports: None Job Requirements QUALIFICATIONS:
Knowledge Working knowledge of Internet, PCs, and web-based security setting. Previous experience of credit and debit processing in financial or banking environment desirable. Effectively/Efficiently perform in a call center productivity measured environment.
Skills Must be fluent in French and English Excellent written and verbal communication skills. Ability to trouble-shoot technical web errors/issues and resolve or escalate as deemed appropriate utilizing standard operating procedures. Ability to make decisions and guide customers on resolving delinquent accounts to bring them payments current. Mathematical skills necessary to arrange payment plans and calculate past due payment amounts. Ability to utilize open-ended questioning tactics to maximize information gathering. Flexibility: work-style preference for fast-paced, changing environment. Passion for providing great service to customers. Ability to multi-task. Experience/Proficiency with PCs and keyboarding. Strong interpersonal and teamwork skills. Sales experience a plus.
Experience 1+year in customer service environment, preferably in Call Center environment. High school diploma or equivalent required. Some college coursework preferred.
Fast paced, ever-changing call center environment with a strong focus on providing quality service to internal/external customers in a team environment. Overtime as required.