Customer Care Consultant - Parking Tickets and Tolls

About the role

Join our energetic Parking Tickets and Tolls team as a Customer Care Associate! In this role, you’ll deliver exceptional, personalized service while expertly researching and resolving complex ticket and toll cases. You’ll handle customer and dealer inquiries, process transactions, maintain customer files, perform reconciliations, and tackle a variety of daily operational tasks.

Responsibilities

• Deliver world-class customer experiences by establishing rapport, presenting positive interactions, and striving for one-call resolution.
• Ensure all processes are completed thoroughly, accurately, and in compliance with policies, procedures, and legal requirements.
• Navigate multiple computer systems to conduct account analysis, research, and process monetary transactions.
• Mitigate risk by identifying information or behaviors that may require investigation or escalation.
• Exercise judgment to research and resolve operational problems, including complex issues.
• Proactively recommend solutions to improve policies, procedures, and business processes to meet evolving business and customer needs.
• Maintain strict confidentiality of customer, employee, and company information.
• Accurately update systems and databases with relevant status details and information.
• Implement and maintain control when procedural changes are introduced.
• Assist with training and coaching new team members.
• Perform other ad-hoc tasks as assigned.

Requirements

• 0+ years of experience
• High school Diploma or GED equivalent
• Preferred: High school diploma or equivalent
• Experience in customer service, financial services, or related field
• Phone handling experience preferred
• Strong passion for customer service
• Ability to manage workflow and adapt to changing priorities
• Independent, critical thinker with problem-solving skills
• Flexible in working with diverse personalities
• Excellent written and verbal communication skills; able to build strong relationships
• Skill at diffusing escalated situations with tact
• Detail-oriented with sound judgment and analytical skills
• Proficient in multiple software programs, including CRM (Salesforce) and Microsoft Office
• High personal accountability and execution
• Energetic, positive attitude

Skills

• High school diploma or equivalent
• Phone handling experience preferred
• Strong passion for customer service
• Ability to manage workflow and adapt to changing priorities
• Independent, critical thinker with problem-solving skills
• Flexible in working with diverse personalities
• Excellent written and verbal communication skills; able to build strong relationships
• Skill at diffusing escalated situations with tact
• Detail-oriented with sound judgment and analytical skills
• Proficient in multiple software programs, including CRM (Salesforce) and Microsoft Office
• High personal accountability and execution
• Energetic, positive attitude

Benefits

• 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.

Pay

Base Pay Range: $47840 - $54080 USD

Schedule

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.