Remarketing Solutions Escalation Specialist

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

This position is responsible for providing superior service to both internal and external partners as well as ensuring departmental competencies and service levels are achieved and maintained
In this role you will:

• Monitor the Remarketing Escalations email box and Salesforce request system on a daily basis to thoroughly research issues/questions and make decisions to benefit customers
• Work closely with the Field and Dealer Support Specialists on escalated issues involving evaluating accounts from start to finish to support departmental needs and find resolution
• Maintain a strong working knowledge of Dealer Source and the end-of-term lease process to assist grounding dealers as well as purchasing dealers
• Manage all Dealer Source escalations including but not limited to turn in date corrections, ungrounding requests, mileage discrepancies, titles, sales proceeds and transportation
• Review and communicate arrangements for transportation of vehicles to the auto auction from grounding dealerships when issues or delays arise with Upstream vehicles
• Build and develop relationships with dealers, Dealer Account Managers, and External and Internal Partners
• Promote a cooperative and productive work environment for all team members consistent with the GM Financial mission statement and values
• Evaluate available information, exercise sound judgment, and determine appropriate resolutions in accordance with established policies and procedures
• Identify recurring issues and communicate trends or process-improvement opportunities to leadership and business partners

What makes You an ideal candidate?

• Working knowledge of Off Lease procedures
• Working knowledge of the finance/auction related industry
• Knowledge of state and federal guidelines as it pertains to the Lease End process
• Knowledge of Dealer Source preferred
• Strong verbal and written communication skills
• Demonstrate strong attention to detail, critical thinking and analytical skills and the ability to exercise sound judgment
• Strong computer literacy with the ability to quickly learn new software programs and navigate efficiently between multiple systems
• Possess the time management and organizational skills necessary to effectively multi-task between multiple responsibilities
• Ability to work well independently as well as demonstrate positive behaviors in a team environment

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

Working Conditions

• Fast paced, ever-changing environment with a strong focus on providing quality service to internal and external partners
• Occasional requirement to work additional hours in order to meet deadlines

Work Experience & Education

• 2-4 years of experience in escalations or customer service role required
• 0-2 years demonstrated ability to achieve positive results through collaboration with multiple business entities required
• 2-4 years automotive Lease and Remarketing experience preferred
• Experience working in an operational based analyst role preferred
• High School Diploma or equivalent required
• Bachelor’s Degree preferred

What We Offer: Generous benefits package available on day one to include: 401K matching, bonding leave for new parents (12 weeks, 100% paid), tuition assistance, training, GM employee auto discount, community service pay and nine company holidays.
Our Culture: Our team members define and shape our culture — an environment that welcomes innovative ideas, fosters integrity, and creates a sense of community and belonging. Here we do more than work — we thrive.
Compensation: Competitive pay and bonus eligibility.
Work Life Balance: Flexible hybrid work environment, 2-days a week in office.
NOTE: We are unable to consider candidates who require visa sponsorship for this position
This position is not open to agency submissions
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