Customer Care Rep - Intermediate

Position Description

Responsible 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.

Job Responsibilities

• 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.

Qualifications

• HS diploma or equivalent required.
• Prior experience in customer service, financial services or similar industry preferred.
• Associate's degree or Bachelor's degree in business or related may be used as a proxy for the experience.
• 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.

Ally Overview

Ally Financial Inc. (NYSE: ALLY) is a leading digital financial services company and a top 25 U.S. financial holding company offering financial products for consumers, businesses, automotive dealers and corporate clients. Ally's legacy dates back to 1919, and the company was redesigned in 2009 with a distinctive brand, innovative approach and relentless focus on its customers. Ally has an award-winning online bank (member FDIC), one of the largest full service auto finance operations in the country, a complementary auto-focused insurance business, a growing digital wealth management and online brokerage platform, and a trusted corporate finance business offering capital for equity sponsors and middle-market companies.

Business Unit/Enterprise Function

Ally Bank is a direct bank in the U.S. that offers a straightforward approach to banking with no minimum deposit required to open an account, no monthly maintenance fees and 24/7 live customer care. A subsidiary of Ally Financial Inc. and member FDIC, the bank offers online savings, interest checking, money market accounts, certificates, and IRA Plans and products. Ally Bank has been named "Best Online Bank" for five of the past seven years by MONEY® Magazine.

Total Rewards Information

Ally's compensation program offers market-competitive base pay and pay-for-performance incentives (bonuses) based on achieving personal and company goals. Plus, we have a flexible paid-time-off program including time off for volunteer opportunities. Ally's Total Rewards Program is designed to enrich your life at work -- and outside of it and includes:

• Industry-leading 401K retirement savings plan with matching and company contributions
• Wellness program encouraging healthy living with financial rewards
• Flexible health insurance options including dental and vision
• Pre-tax Health Savings Account with generous employer contributions
• Pre-tax commuter benefits
• Other work-life integration benefits including parental and caregiver leave, adoption assistance, backup child and adult/elder day care program, child care discounts, tuition reimbursement, LifeMatters® Employee Assistance Program, subsidized and discounted Weight Watchers® program and other employee discount programs

Ally is an Equal Opportunity Employer

We extend equal employment opportunities to qualified applicants and employees on an equal basis regardless of an individual's 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.