Senior Redemptions Agent

About the role

Ally Financial is a customer-centric, leading digital financial services company dedicated to providing innovative financial solutions. This role is within the Redemptions team, focusing on the review and completion of tasks within policy and procedure, with a particular emphasis on identifying and escalating potential risks.

Responsibilities

• Review and complete the fulfillment of tasks within policy and procedure.
• Investigate payment history and review accounts for repossession approval.
• Partner with multiple lines of business to resolve consumer issues.
• Utilize strong organizational, data entry, and analysis skills.
• Elevate identified risks within your area of responsibility.
• Communicate clearly and concisely via written or verbal communication to provide exceptional customer service.
• Support various business and/or department level projects.
• Work closely with Special Handling groups on complex accounts such as Bankruptcy, SCRA, Replevin, Deceased, Fraud, etc.
• Meet internal goal metrics and be self-driven to exceed these goals.
• Comply with and adhere to compliance and quality control requirements.
• Identify and provide appropriate training as needed.

Requirements

• 0+ years of experience.
• A high school diploma or GED equivalent.
• Bilingual (Spanish) preferred.

Qualifications

• 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.
• Ingenuity and initiative required to collect information, coordinate activities with others, and resolve routine and/or factual problems.

Skills

• Strong organizational, data entry, and analysis skills.
• Proficient computer skills.
• Knowledge of Ally systems preferred.
• Ability to research and solve operational problems while adhering to company guidelines.
• Ability to work in a high-volume environment with accuracy while achieving service level agreements requirements.
• Ability to work in a high-volume environment with accuracy while achieving service level agreements requirements.

Benefits

Ally offers a comprehensive benefits package including:

• Time Away: 20 paid time off days in addition to 11 paid holidays and 8 hours of volunteer time off yearly.
• Planning for the Future: industry-leading 401K retirement savings plan with matching and company contributions, student loan pay downs, and 529 educational savings 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: $48,880 - $59,488 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.

Schedule

The Work Schedule for this role is fully on-site, hybrid, or 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.