GM Financial

Role Description - Demonstrate the value proposition of GM Financial to assist the dealer to sell more new and used vehicles. - Effectively manage and market assigned dealer relationships to achieve all quality, pricing, and volume objectives. - Support and market all GM Financial/AmeriCredit Products. - Maintain effective communication with dealers and appropriate internal partners. - Develop business plans to align with corporate goals. - Achieve Field DRM key performance criteria. - Act as a liaison between dealer and FundsNow to resolve any funding issues. Work with the Funding Managers and Team Leaders. - Analyze dealer-specific data using reporting tools and take appropriate action. - Identify and resolve dealer issues presenting excessive risk to GM Financial, i.e., portfolio issues, fraud, buy-back, dealer agreement violations, dealer personnel, etc. - Responsible for collection of monies owed to GM Financial. Company Description

• Provides first notice of loss support and claim creation for Auto Claims • Investigates to uncover the Auto claim customers' needs and manages the customer experience from Auto claim intake to the assignment of the claim • Answers incoming calls and emails from customers or other parties involved in claims; provides timely and correct product and service information • Assists customers by completing the first notice of loss process, directing calls, or initiating tools to assist the progression of the claim. • Ensures accuracy of first notice of loss entry • Obtains and inputs information relating to accidents for new claim creation • Assists with starting the claims process by initiating method of vehicle inspection, rental car set up, etc. • Provides excellent customer service at all times • Seeks guidance from team members to resolve issues and identify appropriate issues for escalation • Contributes to business goals, performance metrics, and effectively uses tools & technology • Supports workload surges and/or Catastrophe operations as needed to include working significant overtime during designated catastrophic events

• Develop and execute the vision of the General Motors Insurance quality improvement function within the claims department, continuously improving, and enhancing this function in accordance with claims best practices and regulatory requirements • Create and maintain file audit dashboards to educate Claims leadership on trends, performance, and opportunities for improvement • Develop and implement automated systematic claims handling quality file review and audit processes • Collaborate with claims leaders to develop and implement policies, standards, processes, controls, and related documentation of best practices, guidelines, and workflows to ensure a center of excellence within Claim Quality Improvement • Develop and implement quality and compliance reviews of General Motors Insurance Company claims to ensure quality and appropriate service results, to drive best in class claims handling • Develop meaningful, updated audit forms calibrated to claims best practices and current regulatory requirements, analyze audit results, reporting on the results, and developing post-audit management action plans to drive continuous improvement • Monitor, coordinate, track, measure, and report to internal stakeholders trends, issues, opportunities, and analysis on file quality data • Collaborate with Claims leadership and related internal stakeholders on training initiatives, job aids, guidelines to continuously improve claims handling quality and execution in support of team and individual professional growth and development • Bring a solid understanding of compliance issues and regulatory environment in all project development and implementation. • Build and maintain key relationships with internal stakeholders (e.g., Peers, Operations, Learning & Development, various executive management leaders) and external stakeholders (e.g., auditors and vendors)

• Collaborate with internal stakeholders across operations, marketing, legal, cybersecurity, data governance and privacy teams to implement privacy best practices in projects and decisions, and ensure solutions include necessary privacy components. • Serve as a subject matter expert on privacy engineering and communicate privacy solutions to non-technical stakeholders. • Develop privacy controls and features, including policies and standard, as required by privacy laws and regulations. • Manage multiple privacy projects simultaneously with urgency. • Conduct operational deep dives on privacy-related processes and systems autonomously and engineer scalable solutions.

• Provides first notice of loss support and claim creation for Auto Claims • Investigates to uncover the Auto claim customers' needs and manages the customer experience from Auto claim intake to the assignment of the claim • Answers incoming calls and emails from customers or other parties involved in claims; provides timely and correct product and service information • Assists customers by completing the first notice of loss process, directing calls, or initiating tools to assist the progression of the claim • Ensures accuracy of first notice of loss entry • Obtains and inputs information relating to accidents for new claim creation • Assists with starting the claims process by initiating method of vehicle inspection, rental car set up, etc. • Provides excellent customer service at all times • Seeks guidance from team members to resolve issues and identify appropriate issues for escalation • Contributes to business goals, performance metrics, and effectively uses tools & technology • Supports workload surges and/or Catastrophe operations as needed to include working significant overtime during designated catastrophic events

• Identify, analyze, and mitigate emerging auto insurance fraud trends • Leverage advanced analytics, predictive modeling, AI tools, and investigative techniques • Partner with cross-functional teams to develop monitoring systems and optimize fraud detection models • Support investigations and deliver actionable insights to improve operational effectiveness

• Support the development and optimization of General Motors Insurance operations by analyzing business needs • Define objectives, conduct gap and ROI analyses, and gather requirements • Collaborate with stakeholders to improve claims processes and workflows • Contribute to solution design and proactively identify and manage business risks • Create and edit claims workflows and processes

• Work on a team with other Protection Account Managers and gain experience in real-world hands-on job-shadowing assessments • Receive F&I product, system, process and presentation skills training to prepare you for the consultative sales field assignment • Develop strong personal networks of business professionals within GM Financial and the automotive industry • Perform in-dealership one-on-one training, demonstrations, and live modeling to drive effectiveness, compliance, profitability and customer satisfaction • Strengthen dealership performance by delivering targeted guidance on core skills, including Sales-to-F&I turnover, customer interviewing and closing techniques • Leverage reporting tools and dealer-facing systems to interpret data, identify performance opportunities and take appropriate action to improve results • Partner with the Strategic Development Manager (SDM) support team to maximize dealer performance, providing upfront expectations and ongoing communication • Participate in new account acquisition process activities • Communicate updates and opportunities via the internal CRM system and to Regional Sales Manager • Resolve dealership operational issues while identifying and addressing elevated risk to GM Financial

• The Coupa Administrator supports the configuration, maintenance, and day-to-day operation of the Coupa Spend Management platform from a procurement perspective. • Partner with procurement operations, sourcing, and finance teams to ensure the system runs efficiently, supports procurement processes, and provides a strong user experience. • Execute system configuration changes across Coupa modules including Requisitioning, Catalogs, Supplier Management, and Invoicing. • Maintain user roles, permissions, and access controls. • Support catalog updates, supplier enablement, and data accuracy. • Monitor system performance and resolve tickets or escalate issues as needed. • Assist in maintaining procurement policies, workflows, and system controls aligned with governance standards. • Support P2P processes including requisitioning, approvals, purchase orders, and invoicing. • Serve as a primary point of contact for end-user support and issue resolution. • Support development and maintenance of standard procurement reports and dashboards.

• Serve as the primary business owner for third‑party vendor solutions supporting Claims and Shared Services, ensuring alignment with operational and strategic objectives • Identify operational needs and translate them into vendor strategies, solution roadmaps, and continuous improvement initiatives • Support the intake, evaluation, and recommendation of new vendor solutions, including participation in vendor sourcing activities (RFI/RFP, due diligence, and selection) in partnership with Procurement and in alignment with enterprise governance, risk, and compliance requirements • Manage vendor relationships and act as the primary liaison between vendors and internal stakeholders, driving effective communication, issue resolution, and service delivery excellence • Establish, monitor, and report on vendor performance metrics, SLAs, and KPIs including cycle time, severity, leakage, customer experience, and operational throughput within the claims lifecycle • Perform ongoing analysis of vendor performance, financial data, and operational trends to identify risks, cost-saving opportunities, and areas for improvement, and develop actionable strategies to address gaps • Support and coordinate vendor due diligence, risk assessments, and ongoing monitoring activities, in collaboration with internal stakeholders and risk subject matter experts • Maintain strong, collaborative relationships with business partners and vendors to support vendor oversight, strategic initiatives, and operational needs • Support contract lifecycle activities, including tracking contract expirations, renewal schedules, amendments, and assisting with contract termination when necessary • Assist with billing validation, audits, and compliance activities to ensure accuracy, adherence to contractual terms, and alignment with company policies • Maintain accurate and complete vendor data within systems of record, including contracts, risk profiles, performance metrics, and services provided, ensuring a comprehensive view of the vendor landscape • Provide data analysis, reporting, and executive-level insights to support decision-making, vendor performance management, and strategic planning • Champion the use of vendor management tools and processes, providing guidance and support to internal stakeholders and vendors as needed • Coordinate with internal stakeholders to enhance and mature vendor management practices, including improving governance frameworks and operational efficiency • Manage and support special projects and cross-functional initiatives, leveraging experience and judgment to achieve desired outcomes • Partner with Claims leadership, adjusters, and Shared Services teams to align vendor solutions with real-world claims handling processes, including FNOL intake, appraisal, subrogation, SIU, and total loss workflows