Job Location: Lewisville, TX
General information
Ally and Your Career
The Opportunity
The Work Itself
- Handle and de-escalate sophisticated consumer and/or dealer phone calls on the Consumer Solutions Team (CST) or Dealer Assist Team (DAT).
- Strong perseverance and professionalism, with the unique ability to de-escalate consumers – resulting in mitigated reputational risk
- In-depth knowledge of policies and procedures required to identify and provide resolutions to complex or unusual situations
- Conduct extensive research and provide analysis and solutions to recurring or unusual problems
- Complete assigned consumer and dealer fulfillment with established TAT times
- Handle escalated Account Executive and dealer email requests (DAT)
- Engage multiple departments and value streams to expedite urgent requests
- Build proven peer-to-peer relationships in a team environment to meet operational needs
- Communicate effectively and clearly with matrix partners to expedite urgent requests for exception processing to meet escalated/urgent consumer and dealer requests.
- Responsibilities include performing comprehensive operational functions. Sophisticated work is performed under limited supervision and limited instructions are given for new or more complex assignments.
- Maintain strong commitment and focus on customer satisfaction (obsessing over the customer and dealer)
- Actively engage with customers, in order to anticipate opportunities and identify solutions
- High degree of problem-solving skills, with timely follow-up and actions
- Assists customers with complex and advanced orders or with account questions; respond to customer inquiries on related issues; troubleshoot basic technical problems
- Strong collaboration skills with other departments and value streams, for assistance with resolving customer escalations in a timely manner
The Skills You Bring
- 1+ years experience preferred.
- Bachelor’s degree in business related subject area preferred.
- Financial services or similar industry is needed.
- Prior leadership experience is preferred.
- Education may be used as a proxy for experience.
- Experienced knowledge of general/standard office and administrative procedures and methods.
- Experienced data entry and word processing skills,
- Excel abilities to independently develop excel formulas for moderately sophisticated spreadsheets or create control reports to measure productivity.
- Extensive knowledge of directly applicable departmental policy or procedure is required.
- Digital literacy sufficient to operate on-line system and complex software or develop formulas for moderately sophisticated spreadsheets.
- Ability to exercise judgment to research and solve operational problems where the answer is not apparent.
- Perform qualitative review of individual situations, identify trends, and make recommendations.
- Act as the lead or as a partner with Project Management and Vendor Operations on special assignments as Subject Matter Experts (SME) in areas of expertise.
How We’ll Have Your Back
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Ally’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.
We are committed to working with and providing reasonable accommodation to applicants with physical or mental disabilities. For accommodation requests, email us at work@ally.com. Ally will not discriminate against any qualified individual who is capable of performing the essential functions of the job with or without reasonable accommodation.
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