General informationRef # 18227Remote? NoAlly and Your CareerAlly Financial only succeeds when its people do - and that’s more than some cliché people put on job postings. We live this stuff! We see our people as, well, people - with interests, families, friends, dreams, and causes that are all important to them. Our focus is on the health and safety of our teammates as well as work-life balance and diversity and inclusion. From generous benefits to a variety of employee resource groups, we strive to build paths that encourage employees to stretch themselves professionally. We want to help you grow, develop, and learn new things. You’re constantly evolving, so shouldn’t your opportunities be, too?The OpportunityResponsible for ensuring that Ally's customers' accounts are properly serviced during the life of the loan. This may include, but is not limited to, researching payments, analyzing documents and account revisions. Execute Ally's strategic vision to profitably deliver a premier auto-finance servicing experience to our customers. Primary focus is delivering a repeatable, low effort, high quality experience to each and every person we serve - consumers, dealers and peers.The Work Itself
Meet or exceed all assigned operational, customer-experience metrics, and objectives on a consistent basis.
Provide personalized customer service of the highest level by establishing rapport and presenting a positive, friendly attitude.
Ensure processes are done thoroughly, accurately and per legal/process requirements.
Accurately update systems and databases with status details and other information relating to customer concern or need.
Strive for first contact resolution.
Look for means of improving as well as promoting low effort customer experience in line with all quality and compliance standards.
Maintain strict confidentiality with customer, employee, and company information.
Ability to solve more complex problems.
Recommend changes to policies and procedures to support providing a low effort experience for our customers.
Immediately implement and maintain control when procedural changes are presented.
Assists with training and coaching of new team members.
Assists others within department and assists in leading departmental projects or activities.
The Skills You Bring
Entry Level.
Bachelor's degree in business or related may be used as a proxy for the experience.
Prior experience in customer service, financial services or similar industry preferred.
Proficient verbal communication skills; fast and correct typing and the ability to create grammatically correct responses/comments without spelling errors.
Sound knowledge and application of business telephone etiquette.
Ability to quickly recognize signals of a disgruntled customer, diffuse situation, ability to respond without getting angry, and recover customer loyalty.
Possesses sound judgment and analytical abilities, develop logical solutions, ability to manage difficult customer situations, to respond promptly to the needs of the customer and solicit feedback to improve service.
Above average computer knowledge and technical skills; adept at using search tools, browsers, email features, attaching files to correspondence, utilizing tracking tools, familiarity of CRM solutions, proficient knowledge of Excel, navigation of databases and web based applications and workflow tools, and intermediate knowledge of Microsoft Outlook.
Strong attention to detail and ability to analyze account level data/information.
Demonstrates initiative and accountability.
How We'll Have Your BackAlly's compensation program offers market-competitive base pay and pay-for-performance incentives (bonuses) based on achieving personal and company goals. But Ally’s total compensation - or total rewards - extends beyond your paycheck and is designed to support and enrich your personal and professional life, including:
Time Away: competitive holiday and flexible paid-time-off, including time off for volunteering and voting.
Planning for the Future: plan for the near and long term with an industry-leading 401K retirement savings plan with matching and company contributions, student loan and 529 educational assistance programs, tuition reimbursement, and other financial well-being programs.
Supporting your Health & Well-being: flexible health and insurance options including dental and vision, pre-tax Health Savings Account with employer contributions and a total well-being program that helps you and your family stay on track physically, socially, emotionally, and financially.
Building a Family: adoption, surrogacy, and fertility support as well as parental and caregiver leave, back-up child and adult/elder day care program and childcare discounts.
Work-Life Integration: other benefits including LifeMatters® Employee Assistance Program, subsidized and discounted Weight Watchers® program and other employee discount programs.Who We Are:Ally Financial is a customer-centric, leading digital financial services company with passionate customer service and innovative financial solutions. We are relentlessly focused on "Doing it Right" and being a trusted financial-services provider to our consumer, commercial, and corporate customers. For more information, visit www.ally.com.Ally is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity or expression, pregnancy status, marital status, military or veteran status, genetic disposition or any other reason protected by law.Where permitted by applicable law, must have received or be willing to receive the COVID-19 vaccine by date of hire to be considered, if not currently employed by Ally.We are committed to working with and providing reasonable accommodation to applicants with physical or mental disabilities. For accommodation requests, email us at [email protected]. Ally will not discriminate against any qualified individual who is capable of performing the essential functions of the job with or without reasonable accommodation.Base Pay Range:Emerging: 48880Experienced: 53040Expert: 57200Incentive Compensation: This position is eligible to participate in our annual incentive plan