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GMAC Financial Services is a global finance company operating in and servicing North America, South America, Europe and Asia-Pacific. GMAC specializes in automotive finance, real estate finance, insurance, commercial finance and online banking. As of Dec. 31, 2007, the organization had $249 billion in assets and serviced 15 million customers.
Founded in 1919 as a wholly owned subsidiary of General Motors Corp., GMAC was established to provide GM dealers with the financing necessary to acquire and maintain vehicle inventories and to provide customers a means by which to finance vehicle purchases. The company's products and services have since been expanded and now include three primary lines of business: automotive financing, real estate financing and insurance.
On Nov. 30, 2006, GM sold a 51 percent controlling interest in GMAC to a consortium of investors led by Cerberus Capital Management, L.P., a private investment firm, and included Citigroup Inc., Aozora Bank Ltd. and a subsidiary of The PNC Financial Services Group, Inc.
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| Job Description |
Position Summary
The purpose of this position is to provide “Best in Class” customer service and complete administrative tasks for processes/functions managed for the financial services industry.
Essential Duties and Responsibilities include the following.
Other duties may be assigned to meet business needs.
Ability to handle and easily adapt to change.
Maintain strict confidentiality with customer account information.
Handle phone calls professionally. Provide prompt and accurate information to clients and customers.
First Call Resolution - Be an advocate for the customers by actively pursuing means/methods to resolve customer service related issues on the first call; in every instance, go over and beyond to assist customers.
Attention to detail; type clear, concise notes in the systems used to record actions taken on customers’ accounts.
Prioritize workload in order of importance to enable self and team to meet established objectives and deadlines.
Ensure processes are done thoroughly, accurately and per legal/process requirements; adhere to corporate policies, process procedures and internal/audit controls.
Establish effective follow-up when necessary to complete tasks.
Identify process improvement opportunities; collaborate with peers and management to communicate improvement suggestions.
Immediately implement and maintain control when procedural changes are presented.
Actively participate in meetings and process reviews.
Ability to work in and with teams; maintain harmonious relationships within the office; display a commitment to the overall success of the center.
Maintain acceptable attendance/punctuality; demonstrate a high level of personal accountability, integrity and ethical behavior.
Performance Standards:
Customer Satisfaction
Show commitment to serving customer needs and solving problems efficiently and with insight.
Demonstrate a willingness to work such weekends and holidays as the employer determines necessary or desirable to meet its business needs.
Communication
Communicate effectively using professional and courteous speech patterns.
Speak and write clearly and concisely.
Technical Skills
Has good knowledge of computer applications and processes including mainframe applications.
Complete work without errors.
Performance Measurements
Meet metrics for acceptable work performance as determined by the Vice President.
Team Contribution
Work with team members to meet all deadlines in a cooperative manner
Maintain harmonious relationships within the office.
Display a commitment to the overall success of the center.
Behavior
Display a respectful, helpful attitude.
Maintain composure in stressful situations.
Uses good judgment within guidelines provided.
Initiative
Show a willingness to learn and try new things.
Accurately and promptly, complete additional assignments as directed.
Education and Experience:
High school diploma or GED is required.
Working knowledge in Windows and Internet-based environment required.Has good knowledge of Microsoft and mainframe applications.
Two years customer service or professional office experience is required.
Notice:
The above information on this job description has been described to indicate the general nature and level of work performed by incumbents. Other duties and responsibilities not specifically described may be assigned from time to time, consistent with knowledge, skills and abilities of the incumbent.
Use Microsoft programs and client specific computer systems/databases to review and accurately update customers’ accounts with data and notes of actions taken. |
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| Job Requirements |
| strong customer service skills, prior call center experience preferred |
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