Customer Fulfillment Specialist I

Requisition ID
Employee Type
Full Time-Regular


The Customer Fulfillment Specialist I is responsible for managing timely and accurate responses to multi-channel internal and external requests related to consumer and commercial auto loans and leases. This individual is responsible for interacting with internal and external customers, financial institutions, government agencies, credit reporting agencies, and insurance companies. This position is responsible for providing “Best in Class” service by representing GM Financial professionally and efficiently when interacting with internal and external customers.




  • Analyze and complete appropriate approvals on Loan Services Requests such as payment reallocations, fee waivers, and title release requests submitted by servicing operations in accordance with company policies and procedures.
  • Generate and approve outgoing customer correspondence, including, but not limited to, letters confirming payoffs, account balances, credit reporting information and payment histories.
  • Handle inbound and outbound calls with internal and external customers, banks and financial institutions, government agencies, credit reporting agencies, and insurance companies.
  • Manage customer requests for title/lien releases, customer refunds, validation of debt, and demographic updates.
  • Review and decision authorization to travel requests based on company guidelines to ensure appropriate collateral coverage and contact information for customer’s travelling outside the US or Canada.
  • Conduct research to resolve invalid account information and update demographic information as appropriate.
  • Prepare legal notifications for delivery via certified mail.
  • Provide input on daily production strategies to maximize efficiencies and customer experience.
  • Batch, code and submit documents for imaging within designated service levels.
  • Conduct outbound customer calls to obtain updated address information to resolve outstanding escheatment refunds.
  • Accountable for compliance to policy, procedures as well as legal, state, and federal regulatory requirements.
  • Provide assistance on maintenance and regulatory processing functions as required.
  • Input credit applications into lease and loan originations systems for credit approval.
  • Process lease assumption requests as required.
  • Conduct audits on high risk processes as well as validate new team member processing to ensure compliance and quality is maintained to maximize customer experience and mitigate exposure to legal, regulatory or financial loss.
  • Provide input and business representation on projects as required, including developing and executing user acceptance test scripts to ensure successful implementation of system and product updates.


Reports to: Team Leader Account Services

Direct Reports: None




  • Excellent verbal and written communication skills
  • Detail-oriented, ability to analyze and demonstrate strong business judgment to make decisions related to processing that are in compliance with state and federal regulations. 


  • Ability to manage high volume processing with a minimum of 7K+ alpha numeric and 8K+ 10 key
  • Demonstrated ability to multi-task to manage competing priorities and meet established deadlines
  • Demonstrate positive behaviors and uphold a professional image in a team-oriented environment
  • Strong computer skills with the ability to learn and adapt to new software programs and navigate efficiently between multiple screens and systems.
  • Possess excellent time management skills
  • Must possess strong communication and problem-solving skills


  • Experience with handling back office processes in a financial or banking environment would be considered an asset.
  • High school diploma or equivalent required



  • Fast-paced office environment subject to daily deadlines with a strong focus on providing quality service to internal and external customers
  • Must be flexible with schedule and able to work additional hours based on business needs, including extended business hours, weekends and holidays as required
  • Ability to lift up to 25 lbs.




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