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Customer Service Automation & Data Analyst
Full-time
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 Automation & Data Analyst will drive digital transformation and operational efficiency within Customer Service area by identifying, developing, and implementing automation and AI-driven solutions. The role will leverage data analytics, process automation, virtual agents, and digital technologies to optimize operational processes, strengthen customer self-service capabilities, and provide actionable insights that support business decision-making.
Also, the role will provide backup support for key Customer Service operational processes to ensure business continuity when required
In This Role You Will
Process Automation & Optimization: identify opportunities to simplify and automate processes, design and implement solutions that improve efficiency and reduce manual activities, by developing and implementing AI solutions, virtual agents, bots, automation, using tools such as Microsoft Copilot and Power Automate.
Data Analytics & Business Insights: understand, manage, consolidate, analyze, and transform operational data into meaningful insights and dashboards, reports to follow main KPIs, to support decision-making and improvement opportunities identification.
Digital Self-Service Channel Management: support the management, monitoring, and continuous improvement of customer self-service channels such as WhatsApp, Chatbots, IVR, Self-service portal and core system, identifying opportunities to increase digital adoption and improve customer experience. Will be responsible to support the test the improvement, monitoring the quality of the channels, and reporting of those channels.
Execute operational processes and provide backup support for key Customer Service activities, ensuring business continuity and timely execution of critical tasks when required.
What makes You an ideal candidate?
English proficiency (B2 or above), with the ability to communicate in a professional environment and work with technical documentation
Strong results orientation and ability to deliver measurable outcomes
Advanced proficiency in Excel and Power BI
Process automation and continuous improvement
Strong data analysis, analytical thinking, and problem-solving skills
Knowledge of Artificial Intelligence (AI) and Generative AI solutions
Proficiency in Microsoft Copilot, Power Automate, and related automation tools
Digital mindset with a strong customer-centric approach
Innovation, curiosity, adaptability, and eagerness to learn and adopt new technologies
Strong verbal and written communication skills
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
Experience & Education
Bachelor’s degree in industrial engineering, Systems Engineering, Business Administration, Data Analytics, Information Technology, or related fields is required
Additional training or certifications in Data Analytics, Artificial Intelligence, Process Automation, Power Platform, Power BI and/or Digital Transformation are desirable
Minimum 1 year of experience developing and implementing improvements through process automation.
Minimum 1 year of experience in the development and implementation of virtual agents, chatbots, and/or automation solutions.
Experience managing, analyzing, and transforming data and databases to support business decision-making.
Experience with tools such as Power Automate, Microsoft Copilot or similar technologies.
Hands-on experience with Advance Excel and Power BI, Power Query for data analysis, reporting, and dashboard development.
Strong ability in others Microsoft tools such as: Outlook, Power Point, Word, Teams.
Proficiency in file storage, organization and collaborative file management in OneDrive and SharePoint
Previous exposure to Customer Service, Customer Experience, or operational environments is preferred.
Previous experience in Financial Industry
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