Senior Redemptions Agent

Senior Rep
- Redemptions Agent

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

• 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.

• 0+ years of experience
• High school Diploma or GED equivalent

• 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.

Ally's compensation program offers market-competitive base pay and pay-for-performance incentives (bonuses) based on achieving personal and company goals. Our Total Rewards program includes industry-leading compensation and benefits plus additional incentives that are designed to meet your needs and those of your family so you can get the most out of your career and your life, including:

• Time Away: Program starts at 20 paid time off days in addition to 11 paid holidays and 8 hours of volunteer time off yearly (time off days are prorated based on start date and program varies based on full or part-time status and management level).
• 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 pay downs and 529 educational save up assistance programs, tuition reimbursement, employee stock purchase plan, and financial learning center and financial coach access.
• Supporting your Health & Well-being: flexible health and insurance options including medical, dental and vision, employee, spouse and child life insurance, short- and long-term disability, pre-tax Health Savings Account with employer contributions, Healthcare FSA, critical illness, accident & hospital indemnity insurance, 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 assistance as well as paid parental and caregiver leave, Dependent Day Care FSA back-up child and adult/elder care days and childcare discounts.
• Work-Life Integration: other benefits including Mentally Fit Employee Assistance Program, subsidized and discounted Weight Watchers® program and other employee discount programs.
• Other compensations: depending on the role for which you are considered, you may be eligible for travel allowances, relocation assistance, a signing bonus and/or equity.

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,…