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
Reporting to the Collections Manager, the LAO Service Center Collections Sr. Representative is responsible for providing support to a business unit that perform Collections for the Spanish speaking countries from Latin America (currently Mexico, Colombia and Chile). This position will be in charge of supporting the supervision of the external Vendor with more than 150 people handling the operation.
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This position will support the manager in overseeing and optimizing the collections process by monitoring agent performance, ensuring compliance with regulations, and analyzing delinquency trends. Provide guidance on effective collection strategies, handle escalated cases, and implement process improvements to maximize recovery rates while maintaining a positive customer experience. Balancing financial objectives with customer relations, the role plays a crucial part in enhancing operational efficiency and ensuing adherence to company policies and industry standards.
Location: CDMX
What you need
- Education required: Bachelor's Degree in Business Administration, Finance, Economics or Engineering.
- Minimum 3 year of Collections experience (desirable).
- Minimum 3 year of experience in Contact Center (desirable).
- Fluent in Spanish and English.
- Strong relationship management and interpersonal skills.
- Influencing skills.
- Planning and organization.
- Strong written and verbal communications skills
- Open creativeness and innovation.
- Positive and straightforward attitude to assume new roles and responsibilities.
- Ability to handle multiple tasks at the same time.
- Ability to work under pressure in a high dynamic environment.
- Strong analytical skills.
- Drive for results.
- MS Office ( MS Excel, MS Power Point, MS Word, MS Outlook).
What you will be doing
- Responsible for KPI and metric achievement related to Collections (e.g. Right Party Contact, Payment Promises, productivity, efficiency, etc.) thru the definition of short- and long-term strategies in accordance with GM Financial's objectives.
- Monitoring and measuring Collections strategies in its early stages and controlling its performance, expenditure, controls and efficiencies.
- Constantly review productivity and efficiencies for all collection metrics and seek for improvement.
- Support in the ensuring & complete adherence to regulations, policies and internal controls surrounding the Collections activities.
- Maintain constant communication with the 3 countries regarding activities, projects, strategies and/or share best practices depending on the particularities of each country.
- Evaluate changes, adjustments or implementation of strategies by country and identify the impact in all areas.
- Work with the Operational Excellence team to implement and support the implementation of new projects/initiatives.
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.
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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.