Note: The job is a remote job and is open to candidates in USA. Ally Financial is a customer-centric, leading digital financial services company. As a Customer Solutions Representative, you will assist customers with their auto loan accounts by making outbound calls and handling inbound inquiries, providing exceptional service while resolving payment issues.
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
- High school diploma or GED equivalent required
- 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
- 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
- Experience in financial services or a related industry preferred
- Sales, negotiation, and skip tracing skills preferred
Benefits
- Time Away: Program starts at 20 paid time off days in addition to 11 paid holidays and 8 hours of volunteer time off yearly (time off days are prorated based on start date and program varies based on full or part-time status and management level).
- 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 pay downs and 529 educational save up assistance programs, tuition reimbursement, employee stock purchase plan, and financial learning center and financial coach access.
- Supporting your Health & Well-being: 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, 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 assistance as well as paid parental and caregiver leave, Dependent Day Care FSA back-up child and adult/elder care days and childcare discounts.
- Work-Life Integration: other benefits including Mentally Fit Employee Assistance Program, subsidized and discounted Weight Watchers® program and other employee discount programs.
- Other compensations: depending on the role for which you are considered, you may be eligible for travel allowances, relocation assistance, a signing bonus and/or equity.
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/.
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