Customer Service Representative, Operational Communication

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.

About the role:

The Customer Service Representative, Operational Communications supports processes and activities with direct impact on the Customer´s Experience during their credit life cycle. This role is responsible for executing customer communication campaigns related to contract information through vendor platforms, ensuring accurate, timely, and consistent communications. The position also requires detailed analysis of campaign performance to identify trends, opportunities for improvement, and enhancements to operational communication processes.

In this role you will:

• Execute operational communication campaigns related to contract management, collections, etc. in alignment with established communication strategies and business requirements.
• Perform daily/weekly/monthly reporting.
• Analyze campaign results, identify trends and improvement opportunities.
• Support operational areas with the execution of campaigns to customers.
• Review and validate communication service consumption and vendor invoices to ensure billing accuracy and alignment with actual services used escalating discrepancies as needed.
• Ensure all required approvals, including Legal, Compliance, and other applicable reviews, are obtained prior to campaign execution, when is necessary.
• Maintain communication inventory updated.
• Responsible for BPMS processes related to Operational Communications, ensuring proper follow-up and completion.
• Responsible for ensuring campaign completion sent to customers.
• As needed, support related Customer Service activities.

What makes You an ideal candidate?

• Customer service values / orientation.
• Working knowledge and experience in computer programs such as Microsoft Office. (Proficiency in Excel knowledge / HTML knowledge desirable / Power BI).
• Teamwork and collaborations
• 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 Driven.
• Analytical and problem-solving ability.
• Dynamic and Proactive
• Detail oriented.
• Sense of urgency

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

Work Experience & Education

• Bachelor's degree in administration, business, marketing, communication, or related fields.
• Spanish & English fluent (Both written and verbal).
• Working experience in Customer Service/Communication/Marketing/Publicity/Banking or related activities

Our Culture: Our team members define and shape our culture — an environment that welcomes innovative ideas, fosters integrity, and creates a sense of community and belonging. Here we do more than work — we thrive.