Senior Redemptions Agent

General information
Ref #

22736

Remote?

No

Ally and Your Career
Ally Financial only succeeds when its people do - and that’s more than some cliché 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
This Senior Rep - Redemptions Agent reviews and completes the fulfillment of tasks within policy and procedure and requires the identification and escalation of potential risks within each process. Job functions may include the investigation of payment history, reviewing accounts for repossession approval, and partnership with the multiple lines of business to resolve consumer issues. You will utilize strong organizational, data entry, analysis skills and the ability to elevate identified risks in your area of responsibility. This position may require the agent to be on call or work from home during building outages, catastrophic weather conditions, and business emergencies.

Ally Work Location for this role is Lewisville, TX only - Bilingual (Spanish) preferred but not required

Please note: The interview process for this role includes a self-paced recorded interview as part of the initial screening for qualified candidates.

The Work Itself

Receive and fulfill requests from other departments within Ally.

Complete a variety of control-based tasks.

Assist in partnership with complaints.

Utilizing multiple systems simultaneously.

Adherence to laptop security, and work from home policies.

Communicates clearly and concisely via written or verbal communication to provide exceptional customer service regarding routine and escalated requests.

Proficient computer skills.

Knowledge of Ally systems preferred.

Ability to research and solve operational problems while adhering to company guidelines.

Perform qualitative review of individual situations, identify trends, and make recommendations to resolve issues.

Ability to work in a high-volume environment with accuracy while achieving service level agreements requirements.

Support various business and/or department level projects.

Works closely with Special Handling groups on complex accounts (Bankruptcy, SCRA, Replevin, Deceased, Fraud, etc.).

Meet internal goal metrics and be self-driven to exceed those goals.

Meet compliance and QC requirements.

Identify and provide appropriate training as needed.

The Skills You Bring
Minimum Qualifications

0+ years of experience

High school Diploma or GED equivalent

Preferred Qualifications

Bilingual - Spanish

Previous experience in Collections or Repossessions operations preferred.

Performs clerical, administrative and technically based activities and/or supporting tasks.

Requires intermediate knowledge of Microsoft Office programs, high proficiency preferred.

Excellent 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.

How We’ll Have Your Back

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.

Where permitted by applicable law, must have received or be willing to receive the COVID-19 vaccine by date of hire to be considered, if not currently employed by Ally.

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.

Base Pay Range:
An individual's position in the range is determined by the scope and responsibilities of the role, work experience, education, certification(s), training, and additional qualifications. We review internal pay, the competitive market, and business environment prior to extending an offer.

Emerging:

48880

Experienced:

54184

Expert:

59488

Incentive Compensation:

This position is eligible to participate in our annual incentive plan

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