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

Ally Bank Mortgage Executive Customer Relations Sr. Analyst position is an opportunity for an individual with proven experiences in mortgage customer service and/or complaint management, as well as a working knowledge of end-to-end mortgage activities. This role is responsible for managing all daily operational requirements of complaint management, conducting analysis into trends and themes, and producing reporting. The role will handle complaints and review escalations for all originations, refinance, modifications, back-office operations, and servicing. The candidate will be responsible for ensuring that all work is performed across the internal Mortgage ECR Team, as well as legal, compliance, and additional support partners. The candidate will manage the pipeline and draft or edit responses, ensuring all activities are completed timely to both consumers and regulatory agencies. The role will also integrate with all third party vendors to review all research and draft responses. The role reports directly to the Mortgage Executive Customer Relations Director.

The Work Itself

* Responsible for ensuring the Ally Brand is executed in all customer interaction, with collaboration across all internal teams and vendors.
* Maintains a positive and customer-centric focus in dealings with customers and business partners alike.
* Leads and organizes weekly and daily activities for addressing consumer complaints, including reviewing root cause analysis and remediation activities.
* Ensures timely and accurate customer and regulator responses that require cross-functional support, additional information, or in-depth work to resolve.
* Comprehensively researches issues, often in coordination with other departments and third parties while utilizing all applicable systems available, to identify root causes of the problems and determine appropriate resolution. Working directly with the vendor/business in problem resolution with effective challenge as needed.
* Analyzes customer needs on an ongoing basis to assist in identification of recommended enhancements to drive efficiencies and/or streamline processes, while supporting the corporate and bank objectives for customer care.
* Reviews each inquiry and/or complaint for quality control and corrective action and provides corrective action to appropriate third parties.
* Demonstrates behaviors which are aligned with the Ally LEAD culture.
* Reviews and approves all sensitive complaints to ensure material is accurate and timely.
* Monitors the CFPB portal daily for all new complaints and responsible for uploading completed responses.
* Reviews all escalation activities including loan agents, loan coordinators/schedulers, and loan service providers.
* Review, edit, and create all procedures and team training associated with complaint management to ensure compliance. Also provides complaint and de-escalation training to vendors and loan agents as necessary.
* Creates complaint response reports, including complaint reasons, root causes, cycle time, and responsiveness.
* Works on special projects and other assignments as needed.

The Skills You Bring

* Type of prior related experience:Five or more years of experience in Mortgage. Minimum of three years of experience in a customer service/complaint management contact environment.
* Special skills/abilities/competencies required:
* Bachelor's degree or equivalent combination of education and experience.
* Strong written, oral, and interpersonal communication skills with a proven ability to communicate and influence effectively at all levels of the organization
* Excellent organizational and time management skills, with ability to prioritize workload to meet internal and external customer expectations under tight timelines/established SLA's.
* Ability to be self-directed and work under pressure on multiple tasks concurrently, meeting deadlines in a fast-paced work environment with frequent interruptions and changing priorities.
* Solid knowledge of customer care practices and the ability to identify and understand risk. Exceptional customer service skills with the ability to actively listen, present a professional telephone demeanor, and resolve conflicts with potentially upset customers.
* Strong working knowledge and ability to quickly learn and use full capabilities of business systems to access customer information for research and resolution of customers' issues.
* Solid research skills including gathering and analyzing information or data from multiple sources and making actionable recommendations.
* Must be a team player with strong negotiation skills and the ability to resolve conflict and problems effectively Ability to develop and maintain strong internal & external business relationships
* Strong decision-making and problem-solving skills, using sound judgement and discretion, with the ability to resolve conflicts under pressure and to work independently without direct supervision.
* Flexibility and excellent interpersonal astuteness to respond to a wide variety of customer needs and personalities using tact, diplomacy, and the human relations skill necessary for dealing with a diverse audience.
* Detail oriented with intense follow-through abilities.
* Ability to analyze complex processes and procedures, identify root cause of process or customer pain points, and offer recommendations for improvement or other corrective action measures.
* Fundamentally strong in Microsoft Office Suite.
* Embody the ally Bank brand by working effectively and with empathy with customers to resolve concerns and problems.
* Demonstrate Ally Bank Core Values.

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.