GM Financial Account Modification Specialist I in Arlington, Texas

The Account Modification Specialist I is responsible for managing timely and accurate customer account modifications including the posting and reversal of monetary transactions, interest accrual adjustments, processing commercial and consumer loan and lease modifications in compliance with policy, procedure, and legal regulatory requirements, completing customer account research and reconciliation. 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 monetary and non-monetary Loan Services Requests in accordance with company policies and procedures.

  • Manage requests for account modifications received from the legal and compliance administration departments to ensure compliance with federal and state regulatory requirements.

  • Complete the required adjustments related to processing interest rate adjustments to support Servicemembers Civil Relief Act (SCRA) write-downs and write-ups with accuracy and integrity to ensure compliance to federal and state regulatory requirements.

  • Demonstrate ability to understand and apply knowledge of all processes within account servicing platform and is able to make decisions based on policy, procedure, legal and/or regulatory requirements.

  • Generate and verify accuracy of payment histories as requested to support litigation matters and customer inquiries.

  • Provide input on daily production strategies to maximize efficiencies and customer experience.

  • Process set-up and cancel/suspend requests in compliance with NACHA regulatory requirements, and manage customer correspondence for all pre-authorized payment requests.

  • Manage returned mail items including sorting, processing, and updating account demographics as required.

  • Complete the required maintenance on monetary transactions as a result of returned fund notifications.

  • Investigate and resolve complex monetary account balancing to correct out-of-balance account information.

  • Accountable for compliance to company policy and procedure as well as legal, state, and federal regulatory requirements.

  • Provide assistance on customer fulfillment and regulatory processing functions as required.

  • Conduct compliance 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.

  • Analyze and decision Credit Bureau Dispute Verifications with accuracy and integrity, ensuring compliance to the Fair Credit Reporting Act (FCRA).

  • Provide input and business representation on projects as required, including developing and executing user acceptance test scripts to ensure successful implementation of system and process updates.


Reports to: Team Leader Account Services

Direct Reports: None


  • Excellent verbal and written communication skills in both languages

  • The Account Modification Specialist must possess strong communication and problem-solving skills


  • Ability to manage high volume processing with a minimum of 9K+ alpha numeric and 10K+ 10 key skills

  • Requires basic keyboarding skills (30+ words per minute)

  • Possess excellent time management skills with demonstrated ability to multi-task to manage competing priorities and meet established deadlines

  • Demonstrate strong attention to detail, critical thinking and analytical skills as well as the ability to make judgment decisions that ensure compliance with policy, legal and regulatory requirements.

  • 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.

  • Detail-oriented, ability to analyze and demonstrate strong business judgment to make decisions related to high-risk regulatory processes in compliance with state and federal regulations


  • High school diploma or equivalent required

  • Experience with handling back office processes in a financial or banking environment would be considered an asset.


  • 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.

Requisition ID: 2017-29920

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