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 -$5,000 Sign On Bonus!

The Customer Care and Experience L&D Team's mission is to help contact center associates and representatives to grow, build efficiency, add value, and provide excellent service to our customers. The Sr Knowledge Management Specialist for Invest Customer Care will play a vital role in supporting our customer care team by ensuring they have current and accurate information available at all times as they service our customers.

The person in this role will be responsible for leading the policies and procedures for Ally Invest Customer Care associates. The knowledge articles in the Salesforce Knowledge Management system are the critical procedures, policies, templates, and talking points that enable associates to meet our business objectives and deliver the premier Ally experience to our Customers. The ideal candidate will be hardworking, creative, adaptive, flexible, and comfortable in a fast-paced work environment. They will have experience in business writing with demonstrated capability to translate complex business and investment concepts and procedures into easy-to-understand guidance for associates.

The Work Itself

Manage Invest Contact Center Knowledge base

* Manage Knowledge Change Request process, and prioritize requests in partnership with partners
* Develop and maintain strong working relationships with CC internal teammates, partners, and vendors that can provide subject matter expertise and feedback
* Solicit, triage, and address requests with a sense of urgency
* Conduct annual article reviews to ensure accuracy and alignment with current business practices

Write Knowledge Articles

* Interview Subject Matter Experts (SMEs) and compile necessary information
* Create and modify articles, based on what is needed for associates to meet customer's needs
* Secure approvals and socialize updates with stakeholders

Team Activities

* Be an active participant in team meetings and activities
* Proactively seek out ways to communicate updates to Team
* Proactively seek out ways to develop and foster relationships and support team objectives
* Participate on joint improvement and remediation activities in order to solve problems for Customers

Voice of Associate and Customer

* Review feedback from customers and associates for opportunities to improve knowledge
* Participate in Voice of Associate meetings, periodically on-site in contact centers
* Lead weekly Knowledge Hunts for all associates to bolster their understanding of articles and identify areas for opportunity

The Skills You Bring

Required:

* FINRA Series 7 & 63 or 66 licenses
* 3 years' experience in investment call center
* 3 years' experience as a business writer
* Demonstrated organizational and time management skills to manage concurrent tasks for self and team
* Demonstrated interpersonal skills, including the ability to develop productive relationships with stakeholders and subject matter experts
* Proactive communicator that brings stakeholders together to efficiently make policy and procedure decisions

Preferred:

* Bachelor's degree, ideally in English or Writing
* FINRA Series 4 & 24 licenses
* 5 years' experience in investments and financial service
* Proven experience communicating with senior leaders
* Comprehensive knowledge of consumer Invest

Additional Comments:

* Periodic travel to contact center and operations sites up to 20%
* Ability to, periodically, work irregular hours to support site openings, large technology releases, or critical issues

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.