Customer Service Analyst

hace 5 días

Monterrey, Nuevo León, México GM Financial A tiempo completo
Description

The Customer Service Analyst supports the processes and activities that impact directly the Customer Experience during their credit life cycle. This position will focus mainly on managing customer payments in excess, performing deep analysis of accounts, processing customer inquiries requested by tickets in LAO Service Center and identifying opportunities in current processes. Responsible for the different daily interactions received either by tickets or any other internal channel. Escalations to upper management may be required as well as continuous and proactive communication with different areas such as Finance, Collections, Insurance, Customer Experience Operations and LAO SC.

Responsibilities
  • Manage Excess Money Account with the objective of achieving and maintaining stablished objectives, by identifying the corresponding actions to excess amounts, according to IO and local policy.
  • Handle customer requests which may come through tickets submitted via the Customer Service Center, as well as internal requests between different departments and customers who visit the office directly.
  • Perform daily/weekly/monthly reporting related to the processes under her/his responsibilities. 
  • Create and update Customer Service processes as required according to BPMS established process, having ownership and accountability with the different controls involved as identifying opportunities to be improved.
  • Maximize customer's experience and always ensure clear communication.
  • Accomplish established SLA´s for tickets to ensure Customer Satisfaction. 
  • Support other areas with payment clarification and reimbursement processing.
  • Participate in testing and system updates.
Qualifications
  • 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 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.

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.

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