Ally Financial is a customer-centric, leading digital financial services company. They are seeking a Customer Solutions Representative to assist customers with their auto loan accounts, providing exceptional service while resolving payment issues in a professional and empathetic manner.
Responsibilities
- Make outbound phone calls and handle incoming calls to meet required performance standards and metrics
- Contact Ally auto-loan customers regarding late or missed payments
- Understand reasons for delinquency and negotiate payment arrangements
- Respond to customer inquiries via phone, workflow systems, and email
- Research and resolve account discrepancies
- Document all interactions clearly and accurately
- Maintain professionalism and accuracy while managing accounts
- Meet performance standards for call volume, delinquency, and customer satisfaction
- Identify and recommend solutions to avoid repossession losses
- Use computerized systems for tracking and troubleshooting
- Maintain strict confidentiality of customer information
- Adhere to all state and federal laws in the handling of accounts
Skills
- 0+ years of experience
- High school diploma or GED equivalent
- Experience in financial services or a related industry preferred
- Associate or bachelor's degree in business or related field may be used in lieu of experience
- Bilingual (Spanish) skills are a plus
- Excellent listening, verbal, and written communication skills
- Strong attention to detail and professional phone etiquette
- Sales, negotiation, and skip tracing skills preferred
- Proficiency with Microsoft Windows and internet-based applications required
- Ability to multi-task and meet key performance metrics
- Strong ability to identify potential loss situations and make appropriate recommendations to mitigate loss, with an aptness to escalate unique collections cases to management
- Ability to work flexible hours, including weekends, holidays, and overtime as needed
Benefits
- 20 paid time off days
- 11 paid holidays
- 8 hours of volunteer time off yearly
- 401K retirement savings plan with matching and company contributions
- Student loan pay downs
- 529 educational save up assistance programs
- Tuition reimbursement
- Employee stock purchase plan
- Financial learning center and financial coach access
- Flexible health and insurance options including medical, dental and vision
- Employee, spouse and child life insurance
- Short- and long-term disability
- Pre-tax Health Savings Account with employer contributions
- Healthcare FSA
- Critical illness, accident & hospital indemnity insurance
- Total well-being program
- Adoption, surrogacy and fertility assistance
- Paid parental and caregiver leave
- Dependent Day Care FSA
- Back-up child and adult/elder care days
- Childcare discounts
- Mentally Fit Employee Assistance Program
- Subsidized and discounted Weight Watchers® program
Company Overview
Ally Financial Inc. (NYSE: ALLY) is a leading digital financial services company and a top 25 U.S. It was founded in 1919, and is headquartered in Detroit, Michigan, USA, with a workforce of 10001+ employees. Its website is http://www.ally.com/.