Customer Solutions Representative - Collector - Jacksonville, FL - Starting March 2025

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

If you are skilled at customer service and love to help people find solutions, this may be a great fit for you! You'll be helping our customers while working in a fun team environment. You'll leave at the end of the day feeling like you made a difference. As an Ally team member, you'll be contacting Ally auto loan customers to remind them about late or missed payments, getting the facts about the reasons for delinquency and helping customers bring their accounts current by negotiating payment arrangements. We offer the respected history of a great brand and excellent benefits. The team receives extensive training with an emphasis on compliance, negotiating, and selling skills to ensure collection routines are consistent and based on industry best practices.

• Training Class starts - March 3rd, 2025
• Compensation - $23/hour Monthly Incentives
• Hybrid Work Environment - (3 days In-Office & 2 days Remote)
• Work Schedule:
• 8am - 5pm Monday through Friday
• 12pm - 9pm one day per week
• 8am - 12pm one Saturday per month
  

The Work Itself

• Work closely with clients to understand their reason for delinquency and current financial situation to gain commitments for past due payments.
• Offer suitable alternatives, in addition to explaining consequences of delinquency to customers in the attempt to resolve delinquency.
• Document all accounts accurately, clearly, and concisely noting the reason for hardship and potential repossession loss, as well as adhere to all state and federal laws in the handling of accounts.
• Demonstrate commitment to serving customer needs with the ability to problem solve or escalate special circumstance efficiently and with insight.
• Respond to customer inquiries via telephone, Shaw workflows, and/or e-mails within an established timeframe.
  
  

Skills

The Skills You Bring

• HS Diploma or equivalent required
• Prior experience in financial services or similar industry preferred.
• Associate degree or bachelor’s degree in business or related field may be used in lieu of experience.
• Bilingual skills (Spanish) are a plus.
• Excellent listening, oral, and written communication skills.
• Attention to detail.
• Professional phone etiquette.
• Skip tracing skills preferred.
• Sales and/or persuasive negotiation skills.
• Microsoft Windows and internet-based applications experience required. Basic typing/data entry skills. Ability to multi-task and maintain key performance metrics surrounding delinquency, repossessions, call statistics, and Quality Assurance standards.
• Ability to make informed decisions related to acceptable payment arrangements and next steps in collection action.
• Strong ability to identify potential loss situations and make appropriate recommendations to mitigate loss, with an aptness to escalate unique collections cases to management.
• Able to work a flexible schedule which may include weekends, holidays, and overtime as necessary to meet business needs.
  
  

How We'll Have Your Back

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: 11 paid holidays, 20 paid time off days, and 8 hours of volunteer time off, yearly (paid time off is prorated based on start date)
• 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.
• To view more detailed information about Ally’s Total Rewards, please visit this link: https://www.ally.com/content/dam/pdf/corporate/ally-total-rewards-snapshot.pdf
  
  

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, commercial, and corporate customers. For more information, visit www.ally.com.

Ally is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity or expression, pregnancy status, marital status, military or veteran status, genetic disposition or any other reason protected by law.

We are committed to working with and providing reasonable accommodation to applicants with physical or mental disabilities. For accommodation requests, email us at work@ally.com. Ally will not discriminate against any qualified individual who is capable of performing the essential functions of the job with or without reasonable accommodation.

Base Pay Range: $47840 - $52000 USD

An individual's position in the range is determined by the specific role, the scope and responsibilities of the role, work experience, education, certification(s), training, and additional qualifications. We review internal pay, the competitive market, and business environment prior to extending an offer.

Incentive Compensation: This position is eligible to participate in a variable incentive plan.