Job Description

This work is to be performed entirely outside of Colorado

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

* Provide guidance and direction related to training call center employees, monitor phone conversations to ensure proper customer interactions, etiquette and process adherence. Look for ways to continually improve the customer experience.
* Supports business operations and field sales team by developing and maintaining customer data and related business intelligence.
* Track trends and results via impactful reports.
* Applies knowledge of customer support business and balanced judgment in interpretation of related data.
* Demonstrate an understanding of and the ability to analyze quantitative information presented in various formats.

Candidate must reside in the Greater Fort Lauderdale or surrounding South Florida area willing and able to make frequent visits to the Call Center in Margate, FL, otherwise Remote/Work From Home role.

*Role is currently 100% work from home -- in-person visits will not resume until safe to do so given Covid climate*

The Work Itself

* Participate in the development of call center employees, customer relationship management system, processes, and procedures.
* Supports thorough quality, control, and compliance among 3rd party call center relationship.
* Develop and maintain daily, weekly, monthly and AdHoc reporting and ensure the information is readily accessible to the business organization.
* Identify operating/performance trends and outliers via interpretation of CRM data as it relates to administration of 3rd party call center relationships to achieve revenue generation and process improvement opportunities.
* Communication with all levels of the business organization, 3rd party call center employees and dealerships to support corporate objectives and identification of market growth opportunities.
* Elevates risk issues to management supports monitoring and mitigation of risk elements by first line of defense.

The Skills You Bring

* HS diploma or equivalent required. Bachelor's degree in related field strongly preferred.
* 5+ years in customer service or automotive industry is needed. Previous experience working in a call center environment highly preferred with a customer relationship management focus.
* Ability to provide advice/direction in primary areas of expertise to 3rd party call center partners, dealership personnel and Ally Vehicle Remarketing organization.
* Excellent oral and written communication skills to clearly provide routine information to teammates, customers, dealers, or suppliers.
* Bilingual in Spanish and English preferred.
* In limited subject areas, judgment is required to determine the applicability of guidelines or policies to specific situations. Some resourcefulness and initiative required to collect information, coordinate activities with others, and resolve routine and/or factual problem

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 childcare 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.