Bilingual - Customer Solutions Representative - Collector - Jacksonville, FL - S
Ally, Jacksonville, FL, United States
Ally Financial is looking for a Customer Solutions Representative to proactively make outbound calls and handle inbound calls, assisting customers with their auto‑loan accounts, and providing exceptional service while resolving payment issues in a professional, empathetic, and highly productive manner.
Work Schedule
Ally designates roles as fully on-site, hybrid, or fully remote. Hybrid roles usually require presence in the office certain days per week as indicated by your manager.
The Opportunity
As a Customer Solutions Representative, you will manage auto‑loan customer interactions, negotiate payment arrangements, resolve account discrepancies, and maintain strict confidentiality of customer information.
Compensation & Schedule
Compensation: $23.75/hr. + monthly incentives
Training class starts: July 6
Work schedule after training:
8am–5pm EST or 7am–4pm CST Monday through Friday
11am–8pm EST or 12pm–9pm EST (10am–7pm CST or 11am–8pm CST) one day per week
8am–12pm EST or 7am–11am CST one Saturday per month
The Work Itself
Make outbound phone calls and handle incoming calls to meet required performance standards and metrics.
Contact Ally auto‑loan customers regarding late or missed payments.
Understand reasons for delinquency and negotiate payment arrangements.
Respond to customer inquiries via phone, workflow systems, and email.
Research and resolve account discrepancies.
Document all interactions clearly and accurately.
Maintain professionalism and accuracy while managing accounts.
Meet performance standards for call volume, delinquency, and customer satisfaction.
Identify and recommend solutions to avoid repossession losses.
Use computerized systems for tracking and troubleshooting.
Maintain strict confidentiality of customer information.
Adhere to all state and federal laws in the handling of accounts.
Minimum Qualifications
0+ years of experience.
High school Diploma or GED equivalent.
Bilingual (Spanish/English) skill are required.
Preferred Qualifications
Experience in financial services or a related industry.
Associate or bachelor’s degree in business or related field may be used in lieu of experience.
Excellent listening, verbal, and written communication skills.
Strong attention to detail and professional phone etiquette.
Sales, negotiation, and skip tracing skills preferred.
Proficiency with Microsoft Windows and internet-based applications required.
Ability to multi‑task and meet key performance metrics.
Strong ability to identify potential loss situations and make appropriate recommendations to mitigate loss.
Ability to work flexible hours, including weekends, holidays, and overtime as needed.
Benefits
Base pay: $23.75/hr.
Monthly incentives.
Time Away: 20 paid time off days + 11 paid holidays + 8 hours volunteer time off yearly.
401(k) retirement savings plan with matching and company contributions, tuition reimbursement, employee stock purchase plan, and financial learning center and coach access.
Health and insurance options, including medical, dental, vision, life insurance, disability, HSA, FSA, critical illness, accident & hospital indemnity insurance, and well‑being program.
Parental and caregiver leave, adoption, surrogacy, fertility assistance, dependent daycare, and childcare discounts.
Mentally Fit Employee Assistance Program, subsidized and discounted Weight Watchers program and other employee discount programs.
Possible travel allowances, relocation assistance, signing bonus, and/or equity.
Who We Are & EEO Statement
Ally Financial is a customer‑centric, leading digital financial services company committed to diversity and inclusion. We are an equal opportunity employer. All qualified applicants receive consideration for employment without regard to age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity, or other protected class. We provide reasonable accommodation to applicants with disabilities. For accommodation requests, email hrpolicy@ally.com.
Base Pay Range
$49,400 – $55,640 USD. Incentive compensation is part of the variable incentive plan.
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Work Schedule
Ally designates roles as fully on-site, hybrid, or fully remote. Hybrid roles usually require presence in the office certain days per week as indicated by your manager.
The Opportunity
As a Customer Solutions Representative, you will manage auto‑loan customer interactions, negotiate payment arrangements, resolve account discrepancies, and maintain strict confidentiality of customer information.
Compensation & Schedule
Compensation: $23.75/hr. + monthly incentives
Training class starts: July 6
Work schedule after training:
8am–5pm EST or 7am–4pm CST Monday through Friday
11am–8pm EST or 12pm–9pm EST (10am–7pm CST or 11am–8pm CST) one day per week
8am–12pm EST or 7am–11am CST one Saturday per month
The Work Itself
Make outbound phone calls and handle incoming calls to meet required performance standards and metrics.
Contact Ally auto‑loan customers regarding late or missed payments.
Understand reasons for delinquency and negotiate payment arrangements.
Respond to customer inquiries via phone, workflow systems, and email.
Research and resolve account discrepancies.
Document all interactions clearly and accurately.
Maintain professionalism and accuracy while managing accounts.
Meet performance standards for call volume, delinquency, and customer satisfaction.
Identify and recommend solutions to avoid repossession losses.
Use computerized systems for tracking and troubleshooting.
Maintain strict confidentiality of customer information.
Adhere to all state and federal laws in the handling of accounts.
Minimum Qualifications
0+ years of experience.
High school Diploma or GED equivalent.
Bilingual (Spanish/English) skill are required.
Preferred Qualifications
Experience in financial services or a related industry.
Associate or bachelor’s degree in business or related field may be used in lieu of experience.
Excellent listening, verbal, and written communication skills.
Strong attention to detail and professional phone etiquette.
Sales, negotiation, and skip tracing skills preferred.
Proficiency with Microsoft Windows and internet-based applications required.
Ability to multi‑task and meet key performance metrics.
Strong ability to identify potential loss situations and make appropriate recommendations to mitigate loss.
Ability to work flexible hours, including weekends, holidays, and overtime as needed.
Benefits
Base pay: $23.75/hr.
Monthly incentives.
Time Away: 20 paid time off days + 11 paid holidays + 8 hours volunteer time off yearly.
401(k) retirement savings plan with matching and company contributions, tuition reimbursement, employee stock purchase plan, and financial learning center and coach access.
Health and insurance options, including medical, dental, vision, life insurance, disability, HSA, FSA, critical illness, accident & hospital indemnity insurance, and well‑being program.
Parental and caregiver leave, adoption, surrogacy, fertility assistance, dependent daycare, and childcare discounts.
Mentally Fit Employee Assistance Program, subsidized and discounted Weight Watchers program and other employee discount programs.
Possible travel allowances, relocation assistance, signing bonus, and/or equity.
Who We Are & EEO Statement
Ally Financial is a customer‑centric, leading digital financial services company committed to diversity and inclusion. We are an equal opportunity employer. All qualified applicants receive consideration for employment without regard to age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity, or other protected class. We provide reasonable accommodation to applicants with disabilities. For accommodation requests, email hrpolicy@ally.com.
Base Pay Range
$49,400 – $55,640 USD. Incentive compensation is part of the variable incentive plan.
#J-18808-Ljbffr