Senior Rep - Loss Prevention, Workout Team

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.

The Workout team works directly with other ally departments and with customers who are requesting financial assistance due to a long-term hardship. The primary tool provided by the Workout Team is a Modification. When a vehicle is returned/recovered and sold at auction a loss is realized. Having programs available to customers to assist them (when possible) and avoid the recovery of the vehicle helps prevent loss to Ally and possible liability of that remaining amount owed to Ally by the customer.

As a result, Workout Team agents attempt to avoid losses by offering Modifications to customers wanting to surrender the vehicle. The modification program is a high-risk program that is highly regulated by Federal and State laws. Due to this high-risk, agents must carefully determine which program may meet the customer’s needs and carefully determine eligibility of the account and also of the customer prior to negotiating the new modified terms.

In order to process a Voluntary Surrender, the Specialist makes calls to 3rd parties to obtain vehicle location, amounts due to the 3rd party that must be paid prior to the recovery of the vehicle.

• 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…