Senior Redemptions Agent

## Senior Redemptions Agent .### General information

Career area

Collections Country United  States Work Location(s)2911 Lake Vista Drive, TXState Texas City Lewisville Remote ?

No

Ref #22736

Posted Date
07-21-26

Working time

Full time### 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.###

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 escalate 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### 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 Ally's…