What are the responsibilities and job description for the Supervisor - Recoveries position at Ally Financial?
General information
Ally and Your Career
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 enjoy leading teams and opportunities to problem-solve, then this is the right opportunity for you! You'll be helping our customers while working with close-knit teams. Every call is an opportunity for you to use your customer service and relationship building skills to develop your teams to maintain excellent services for our Ally customers. You will coach and lead your team to help our customers, while working in a fun team environment. You'll go home feeling like you made a difference and watch your team grow, develop and succeed. As a team leader, you'll spend your day assisting and guiding your team, coaching and developing your talent all while driving business results through your team. Every day is an opportunity for you to help your team members better serve our customers. Visit www.ally.com to learn more. Leads and develops a centralized operation composed of Specialist and other clerical support staff to efficiently perform accurate and complex functions for clients' and customers involving the handling and processing of accounts involved in Post Charge Off, Total Loss, Legal and other duties as required. Oversees the operation of computerized systems and the recording of required information. At times may entail proactive, independent account research and assists other departments with resolution of customer concerns. This position works collaboratively with other departments across value streams to ensure that customer needs are fulfilled, site metrics and business needs are met. Provides development, motivation, and recognition for subordinate staff. Likely involved in recruitment, workforce planning, and performance management. Coordinates and or leads projects and functions. Ensures compliance with Company Policies and Procedures as well as related Regulatory requirements.
The Work Itself
- Prioritize, coach, develop and provide daily direction and communication to employees. Independently addresses and resolves complex customer and employee questions/issues.
- Create, analyze, and monitor work performance through reports and software.
- Ensure timekeeping and other HR Portal functions are accurate. Monitors policy and procedure compliance and abides by the Code of Conduct and Ethics.
- Recommends and encourages employees to seek innovative improvements to processes in order to improve team performance and effectiveness through a customer and business first lens.
- Provides development, performance management, and constructive coaching on a regular basis.
- Skilled in multiple disciplines within the business
- Maintain strict confidentiality with customer, employee, and company information.
- Enhances organization reputation by accepting ownership for accomplishing new and different requests.
- Keep current with client developments affecting customer service and with company policies by reading daily updates. Effectively and accurately communicates same to subordinate staff.
- Find innovative solutions to more complex or difficult issues with minimal escalation to higher level call center service staff.
The Skills You Bring
- HS diploma or equivalent required.
- 5 years experience in the Collections and/or Financial industries required and/or specific experience as a supervisor or leader required
- Bachelor's degree preferred
- Product knowledge
- Strong verbal - written communication
- Strong analytical skills and ability to use judgment to make supportable recommendations
- Strong negotiation and conflict resolution skills
- Discretion and confidentiality
- Ability to multitask
- Familiar with company policies - procedures
- Attention to detail
- Business Process Mapping certification preferred
- Lean Six Sigma Certification preferred
- Professional phone etiquette
How We'll Have Your Back
- 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.
Salary : $55,000 - $80,000
