CUSTOMER SERVICE ANALYST - INSURANCE

Why GMF?   GM Financial International Operations conducts business in Latin America and China.
International Operations offers a wide range of wholesale and retail automotive financing products to dealers and their customers.
The strength of the international business lies in its ability to tailor its products to meet unique dealer needs, consumer preferences and national requirements in local markets.
Latin American country operations include Brazil, Chile, Colombia, Mexico, and Peru.
About the role The Customer Service Analyst supports the processes and activities with direct impact on the Customer’s Experience during their credit life cycle; particularly when insurance attention coverages and maintenances are required.
This position will focus mainly on managing in a timely manner insurance policies and insurance claims.
This position will be responsible to be the first point of contact between GM Financials’ Customer Service team and the different Insurance Companies.
Responsible of the different daily interactions received either by tickets or any other internal channel.
Managing and executing maintenances on accounts from GM Financials’ portfolio once payments from the different insurance companies are received to properly reflect the account status according to current policies and definitions within the operation.
Escalations to upper management may be required as well as continuous and proactive communication with different areas such as Finance, Customer Service Servicing areas, Collections, Insurance - Sales, External vendors, Customer Experience Operations and LAO SC.
What you need Working experience in Customer Service/Banking/Insurance related activities.
Customer Service values / orientation.
Bachelor’s degree in Business Administration, Marketing, Communication, Accountant or related fields (is necessary).
Fluent (Spanish & English) both written and verbal (Desirable) Working knowledge and experience in computer programs such as Microsoft Office.
(Proficiency in Excel and Access knowledge) 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 driven.
Detail oriented.
Dynamic and Proactive.
Diversity Equity & Inclusion oriented.
What you will be doing Attention and follow-up of vehicle claims due to total loss (theft or material damage), unemployment or life, of the different products handled by GM Financial (E.
.
Financing and Leasing).
Perform daily/weekly/monthly reporting related with the processes under her/his responsibilities.
Request of Unearned Premiums to Insurance Companies according to current policies and area requirements.
Conciliation management of unpaid / not applied / cancelled policies.
Direct contact with customers and Insurance Companies and vendors for case resolution.
Update information of customers with insurance claims in the system.
Maximize customer’s experience and ensure clear communication at all times.
Accomplish established SLA´s for tickets to ensure Customer Satisfaction.
Create and update Customer Service processes as required.
Participate in testing and system updates.
Assist customers that attends local office.
Maintain established controls and propose new ones to meet global objectives of Customer Service Department.
What we offer At GM Financial we want you to be the most authentic version of yourself.
We take care of your work-life balance by programming wellness and integration activities, where you will strengthen your relationships with peers and contribute towards the development and wellbeing of your community, while providing you with a competitive salary and benefits.
Some of our global benefits include Extended Maternity & Paternity Leaves, Personal Days & Community Investment hours.
Mexico.
Additional benefits include Medical Plans, Profit Sharing, Life Insurance, Savings Fund & Pension Plan and others.
#LI-MON Disclaimer Mexico - 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.