Job Description

Sponsorship: 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. 

Work Arrangement: This role is categorized as hybrid. This means the successful candidate is expected to report to the office three times per week or other frequency dictated by the business.

The Role

GBS Fraud, Loss Prevention and Compliance Team is responsible for assessing and mitigating potential revenue leakage and fraudulent activities encompassing OnStar services and Global Connected Customer (GCC) organization. The team oversees multiple OnStar enabled locations globally, including 3rd party provider call center sites. The role requires motivated, engaged, organized and a self-starter type of individual with strong analytic, technical and leadership skills.  The candidate must demonstrate the ability to exercise a standard level of independent judgment, decision-making, accuracy, creativity and initiative.

What You’ll Do

Complete daily transactions workload as assigned within the agreed service levels.Ensure that productivity targets and service level requirements are achieved.Ensure that potential losses are identified and avoided.Identify suspicious account activity and/or cases that created loss exposure to the business unit.Identify fraudulent customer/advisor behaviors and articulate findings to management.Create, maintain and comply with the standard operating procedures.Execute special projects and perform other duties assigned.Process OnStar member subscriptions within agreed service levels including resolution of exceptions and other issues involving subscription renewals.Investigate and process credit card chargeback cases.Ensure confidentiality of all customer information (i.e. home address, phone number, credit card details, etc.).Work closely with the Team Leader and Members in identifying people, process and technology issues.Lead and participate in continuous improvement, quality improvement and operational excellence initiatives.Support the GBS and GCCX initiatives on transformation and alignment activities.Serve as a subject matter expert (SME) and as a back-up for all processes.Proactively develop plans to avoid potential problems & take ownership of issues when they arise.Investigate and resolve customer billing issues and escalation and credit card and electronic payment disputes.Audit customer transactions to identify fraudulent activities committed either by an Advisor, an OnStar Member, or by the Dealership (dealer employee) such as unauthorized subscription enrollment, credit card information theft, and other similar risks.Audit customer transactions to verify the validity of the adjustments, refunds made and also making sure that there is no revenue leakage.Resolve customer issues (i.e. credit card charges disputes, account maintenance requests) within the scope of existing service level agreements.Interact with customers and banks (if necessary) to validate information.Identify and communicate new fraud scenarios, process gaps and/or process improvements as observed during ongoing execution of assigned responsibilities, to drive quality output, compliance, process efficiencies, standardization and savings.Execute investigation plans, perform reviews and analyze all relevant information to support potential fraud cases. Obtain and analyze all evidences, conduct investigative research and present results to management.

Additional Job Description

Your Skills & Abilities (Required Qualifications)​​ 

Bachelor's degree holder preferably Business, Finance or related disciplineStrong knowledge of Microsoft Office tools, specifically Excel, Word, and Power Point.Strong verbal and written communication skills, fluency in conversational English is an advantageFundamental understanding of credit card industry, regulatory and legal compliance, revenue management and call center processesHas knowledge or background related to fraud, audit, business related investigations, revenue management, chargeback, working with US entities and individuals, cash accounting, and credit cards is an advantage2 - 4 years relevant experience on operations audit or fraud detection and investigationAbility to understand, speak and write Portuguese or Spanish is a plus (requirement for bilingual analysts)

What Will Give You A Competitive Edge (Preferred Qualifications)​ 

Possess a very high level of integrity - ability to work with highly confidential and sensitive informationFlexible to work on night-shift, mid/day shift opportunities are minimalFlexible to work on holidays and weekends when requiredPossess a positive attitude and is highly reliableA team player and can comprehend department priorities and contribute towards organizational goalsAttention to detail and processing accuracy essentialStrong organizational and time management skillsHighly analytical and ability to understand and solve complex/difficult issues, ability to identify potential risksAble to learn new things quickly, adapt to a diverse environment and to changing environmentAble to work in a competitive environmentCan confidently deal with ambiguity and learn on the flyPossess a customer centric mindset

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.

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. 

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