Job Description

Ally and Your Career

Ally Financial only succeeds when its people do - and that's more than some cliche 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 Opportunity

The Ally Lending Customer Care team has an immediate opening for a Customer Care Consultant responsible for assisting our valued clients with process/technical matters related to day-to-day loan processing. The scope of responsibilities includes leading front line service for both our borrower and provider customers, as well as working claims and handling correspondence management.

The Work Itself

* Provide outstanding consultative support to Ally Lending's customers and clients.
* Respond to customer and client inquiries through phone or email correspondence.
* Ensure sustainable client relationships of trust by thoughtfully responding to client inquiries.
* Ensure smooth intra-team hand-offs by keeping detailed records of client interactions and inquiry status.
* Keep clients coming back by taking the initiative to resolve discrepancies that may cause process delays.
* Mitigate risk by looking beyond the obvious for any information or behavior that may warrant investigation and/or escalation.
* Contribute to the team's success by doing your part to ensure process and service commitments (SLAs) are met.
* Actively participate in continuous process improvement efforts (e.g., providing input related to User Experience/User Interface improvement efforts).

May include:

* Support Customer Care outbound calling efforts.

The Skills You Bring

* A passion for providing excellent customer service.
* Excellent written/verbal communication skills and relationship management skills.
* Proven strong organization skills and attention to detail.
* Ability to handle high-pressure situations and mitigate customer concerns
* High energy and positive "can-do" attitude.
* Actively seeks feedback to improve performance.
* Bachelor's degree in business-related field preferred.
* 1-3 years of experience in customer service, financial services, or similar industry preferred.

For Remote work (temporary until we re-enter our facilities in 2021)

* Independent worker with strong time-management skills
* Must maintain a quiet workplace so you can focus on delivering excellent service to our customers
* Must live in a location that can use an existing high-speed internet service
* You can test your speeds at speedtest.net
* Minimum download speed 10 MB/s, preferred download speed 25 MB/s

How We'll Have Your Back

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 child care 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.