Job Description

The Opportunity

This position reviews and completes complex and/or high-risk fulfillment requests. Job functions may include investigation of payment history, reviewing accounts for repossession approval, and partnership with the complaints team to resolve consumer issues. This position requires the agent to be on call during building outages, catastrophic weather conditions, and business emergencies. The position may require working from home in the event of business interruption. Completion of fulfillment tasks within policy and procedure is a requirement along with identification and escalation of potential risks within each process. In this role, you will also perform a variety of administrative support functions and coordinate with multiple resources and value streams. You will utilize strong organizational, data entry, analysis skills and the ability to escalate identified risks in your area of responsibility.

The Work Itself

Receive and fulfill requests from other departments within Ally.
Complete a variety of control-based tasks.
Assist in partnership with complaints.
Multitasking in multiple systems simultaneously.
Adherence to laptop security policies, and work from home polices as needed.
Communicates effectively and clearly on a daily, weekly, monthly basis with vendors to provide outstanding customer service regarding routine and escalated requests.
Experienced data entry and word processing skills
Knowledge of Ally systems preferred
Ability to exercise judgment to research and resolve operational problems where the answer is not apparent
Ability to decide when approval of an unusual transaction exceeds assigned authority or would have broad ramifications, and to bring such incidents to the attention of supervisor
Perform qualitative review of individual situations, identify trends, and make recommendations
Effectively work on projects to determine risk verses benefit for potential process and/or procedure updates.
Experience in data entry, reporting & analysis, inventory audits, and reconciliations
Respond promptly to suppliers and value partners on various requests
Collect information, coordinate activities with others, and resolve issues
Ability to work in a high-volume environment while achieving cycle time and accuracy requirements
Support various business and/or department level projects
Works closely with Special Handling groups on complex accounts (Bankruptcy, SCRA, Replevin, Deceased, Fraud, etc.)
Work closely with outside repossession companies, forwarders and Skip Supplier
Meet internal goal metrics and be self-driven to exceed those goals
Meet compliance QC call monitoring requirements
May handle daily inbound and outbound phone calls in Spanish and in English in Skip accounts; typically, will speak with Customers, Related parties, Skip Suppliers, Dealers and Third parties

The Skills You Bring

HS diploma or equivalent required.
Associate's degree preferred in business or related may be used as a proxy for the experience
Performs clerical, administrative and technically based activities and/or supporting tasks.
Requires intermediate knowledge of Microsoft Office programs, high proficiency preferred.
Previous experience in Collections or Recovery operations preferred.
Intermediate written and oral communication skills.
Comprehension and judgment are required regarding applicability of guidelines or policies to specific situations; correlational intelligence strongly preferred when applying lessons learned from one experience to the next opportunity.
Ingenuity and initiative required to collect information, coordinate activities with others, and resolve routine and/or factual problems.
Previous experience in Collections or Recovery operations preferred.
Bilingual Preferred