Customer Payment Specialist

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 love 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?

Ally designates roles as (1) fully on-site, (2) hybrid, or (3) fully remote. Hybrid roles are generally expected to be in the office a certain number of days per week as indicated by your manager. Your hiring manager will discuss this role's specific work requirements with you during the hiring process. All work requirements are subject to change at any time based on leader discretion and/or business need.

Responsible for ensuring that Ally's customers' accounts are properly serviced during the life of the loan. This may include, but is not limited to, researching payments, analyzing documents and account revisions. Execute Ally's strategic vision to profitably deliver a premier auto-finance servicing experience to our customers. Primary focus is delivering a repeatable, low effort, high quality experience to each and every person we serve - consumers, dealers and peers.

• Meet or exceed all assigned operational, customer-experience metrics, and objectives on a consistent basis.
• Provide personalized customer service of the highest level by establishing rapport and presenting a positive, friendly attitude.
• Ensure processes are done thoroughly, accurately and per legal/process requirements.
• Accurately update systems and databases with status details and other information relating to customer concern or need.
• Strive for first contact resolution. Look for means of improving as well as promoting low effort customer experience in line with all quality and compliance standards.
• Maintain strict confidentiality with customer, employee, and company information. Ability to solve more complex problems. Recommend changes to policies and procedures to support providing a low effort experience for our customers. Immediately implement and maintain control when procedural changes are presented. Assists with training and coaching of new team members. Assists others within department and assists in leading departmental projects or activities.

• Entry Level.
• Bachelor’s degree in business or related may be used as a proxy for the experience.
• Prior experience in customer service, financial services or similar industry preferred.
• Proficient verbal communication skills; fast and correct typing and the ability to create grammatically correct responses/comments without spelling errors.
• Sound knowledge and application of business telephone etiquette.
• Ability to quickly recognize signals of a disgruntled customer, diffuse situation, ability to respond without getting angry, and recover customer loyalty.
• Possesses sound judgment and analytical abilities, develop logical solutions, ability to manage difficult customer situations, to respond promptly to the needs of the customer and solicit feedback to improve service.
• Above average computer knowledge and technical skills; adept at using search tools, browsers, email features, attaching files to correspondence, utilizing tracking tools, familiarity of CRM solutions, proficient knowledge of Excel, navigation of databases and web based applications…