General Motor

General Motor

CX Business Resource Center Repurchase Reviewer

Description

Remote: This position does not require employee to be on-site full-time to perform most effectively. The employee's role enables them to work off-site on a permanent basis

About the of Role:

The California Customer Engagement Center (CA-CEC) Repurchase Reviewer (CA- CEC RR) for BRC CEC will be responsible to review cases and provide repurchase decisions based on state specific Lemon Law and Breach of Warranty criteria with the goal of mitigating potential legal action. This position will support the CX business goals and identify opportunities to improve the timeliness and quality of the repurchase process. The Repurchase Reviewer will be responsible to manage numerous repurchase reviews each day to meet operational metrics as identified by the organization. The CA-CEC RR will also be responsible for repurchase calculations, reviewing customer offer letters and determining usage/aftermarket deduction, etc. adjustments. The CA-CEC RR will work closely with their internal partners to identify potential trends and provide analysis to improve overall processes and mitigate financial risk.

Key Responsibilities:

  • Oversee daily management of Repurchase Reviews for CA-CEC to meet expected performance metrics
  • The CA-CEC RR will make repurchase decisions based on the repair history and applicable state laws with an emphasis on California Lemon Law
  • Daily monitoring of activities / email/ calls associated with CA CEC Repurchase Reviews
  • Preparation of data in order to provide feedback on Advisor/Customer experience
  • Document case progress and decisions in GM CX Case management system (Siebel or any other system the organization uses)
  • Project management on special projects as the need arises

  • Be proactive to solve small problems before they become major issues

  • Serve as point of contact for immediate needs of the business

  • Support preparation for legal cases which may include written summarization and presentation as Person Most Knowledgeable in depositions
  • Additional Description

    Qualifications:

  • Strong knowledge of Breach of Warranty and Lemon Law
  • Strong relationship building skills
  • Strong attention to detail

  • Excellent listening, written, and oral communication skills

  • Critical thinking and negotiation skills
  • Advance mathematical reasoning skills
  • Ability to multi-task

  • Self-starting personality with the ability to think strategically, problem solve and develop creative solutions

  • Strong knowledge of vehicle warranties and parts
  • Ability to understand and interpret various repair orders

  • Ability to analyze data to provide feedback on customer/field experience and improvement opportunities to BRC Leadership

  • MS Office tools (Excel, Power Point, etc.)

  • Prepare management reports and presentations

  • Participate in BRC planning sessions and business unit cross-functional meetings

  • Desired Skills:

  • Strong understanding of California Lemon Law and Breach of Warranty
  • 3-5 years business experience related to repurchase decisions
  • Demonstrated internal and external customer focus by investigating and taking action to meet customers' current needs

  • Proven performance management skills

  • Strong collaboration skills

  • Familiar with call center performance metrics and the necessity of meeting those goals

  • Demonstrated ability to work with minimal supervision on unstructured assignments

  • Ability to manage multiple projects and demanding timeframes

  • Uses rigorous logic and methods to solve difficult problems with effective solutions

  • Education:

  • Bachelor's degree or 3 -5 years Lemon Law interpretation experience
  • GM DOES NOT PROVIDE IMMIGRATION-RELATED SPONSORSHIP FOR THIS ROLE. DO NOT APPLY FOR THIS ROLE IF YOU WILL NEED GM IMMIGRATION SPONSORSHIP (e.g., H-1B, TN, STEM OPT, etc.) NOW OR IN THE FUTURE

    Compensation : The expected base compensation for this role is: ($49,066.08 to 75,151.92 USD Annual ). Actual base compensation within the identified

    Bonus Potential : An incentive pay program offers payouts based on company performance, job level, and individual performance.

    Benefits : GM offers a variety of health and wellbeing benefit programs. Benefit options include medical, dental, vision, Health Savings Account, Flexible Spending Accounts, retirement savings plan, sickness and accident benefits, life insurance, paid vacation & holidays, tuition assistance programs, employee assistance program, GM vehicle discounts and more.

    #LI-Remote #GM-Remote About GM

    Our vision is a world with Zero Crashes, Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better, safer and more equitable for all.

    Why Join Us

    We aspire to be the most inclusive company in the world. We believe we all must make a choice every day – individually and collectively – to drive meaningful change through our words, our deeds and our culture. Our Work Appropriately philosophy supports our foundation of inclusion and provides employees the flexibility to work where they can have the greatest impact on achieving our goals, dependent on role needs. Every day, we want every employee, no matter their background, ethnicity, preferences, or location, to feel they belong to one General Motors team.

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    Diversity Information

    General Motors is committed to being a workplace that is not only free of discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that workforce diversity creates an environment in which our employees can thrive and develop better products for our customers. We understand and embrace the variety through which people gain experiences whether through professional, personal, educational, or volunteer opportunities. GM is proud to be an equal opportunity employer.

    We encourage interested candidates to review the key responsibilities and qualifications and apply for any positions that match your skills and capabilities.

    Equal Employment Opportunity Statements

    The policy of General Motors is to extend opportunities to qualified applicants and employees on an equal basis regardless of an individual's age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity/expression or veteran status. Additionally, General Motors is committed to being an Equal Employment Opportunity (EEO) Employer and offers opportunities to all job seekers including individuals with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, email us at [email protected] or call us at 800-865-7580. In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.

    Job details

    Title

    CX Business Resource Center Repurchase Reviewer

    Employer

    General Motor

    Location

    United States

    Published

    June 11, 2024

    Application deadline

    September 15, 2023

    Job type

    Expert

    Field

    Engineering

    About the employer

    We embrace the responsibility to lead the change that will make our world better, safer and more equitable for all. Our diverse team of 164,000 employees bring their collective passion for engineering, technology and design to deliver on our vision of a world with Zero Crashes, Zero Emissions and Zero Congestion.

    Together, we want to make electric vehicles for everyone and safely push transportation beyond our wildest imaginations with autonomous vehicles and advance hydrogen fuel cell technology. We are proud of our achievements so far, but there is more work to be done. Together, for everyone.

     

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