Senior Rep - Loss Prevention Workout

Join to apply for the Senior Rep - Loss Prevention Workout role at Ally.

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?

Work Schedule:

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.

Join the Workout Team and make a real impact by helping customers facing long‑term financial hardship. You’ll collaborate with other Ally departments and work directly with customers to offer solutions – like loan modifications – that can help them keep their vehicles and avoid costly repossessions. By providing these programs, you’ll help prevent financial losses for Ally and reduce customer liability.

As a Workout Team Specialist, you’ll navigate a fast‑paced, highly regulated environment, carefully assessing eligibility and negotiating new terms to best support our customers. You’ll also coordinate with third parties to manage voluntary vehicle surrenders, ensuring all details are handled efficiently. This is an exciting opportunity to make a difference while developing your expertise in a dynamic, customer‑focused team!

Bilingual Spanish required

8 AM – 5 PM CST work shift

• Assist customers, dealerships, and authorized parties experiencing financial hardship, providing guidance on account options and voluntary vehicle surrender.
• Clearly explain the impacts of voluntary surrender (e.g., credit bureau, deficiency balance) to help customers make informed decisions.
• Interview customers to identify the best solution, explain modification programs, and review eligibility requirements.
• Evaluate account and customer eligibility for modifications, recommending exceptions to management when necessary.
• De‑escalate upset customers and offer alternative solutions when possible.
• Monitor and manage assigned worklists/queues to ensure timely account processing; support other agent queues as needed.
• Negotiate with customers regarding vehicle surrender and settlements, ensuring all required forms and communications are completed.
• Handle special account assignments, including escalated cases and defect accounts.
• Review delinquent accounts to prevent charge‑off or termination, ensuring timely documentation and follow‑up.
• Manage settlement processes: communicate requirements, follow up with customers/third parties, determine settlement values, and negotiate offers.
• Update and validate customer contact information in accordance with quality control and disclosure requirements.
• Use online tools to verify addresses and other account details.
• Work daily control reports (e.g., PII unmasking, suspense funds, charge‑off timing, prior modifications, life/disability insurance refunds, automated quotes, LOC approvals, NSF payments).
• Send and track contract modification documents, ensuring compliance with policies and service level agreements.
• Monitor electronic document systems (e.g., Docu Sign) to ensure timely processing and closure of accounts.

• Bilingual in Spanish required
• Experience in financial services
• Empathetic and attentive to customer needs
• Excellent verbal and written communication, listening, and professional phone etiquette
• Strong problem‑solving, negotiation, and multitasking skills
• Detail‑oriented and able to meet performance metrics
• Collaborative team player
• H…