Unclassified

Ally • Lansing, MI

423d • $47,840 - $47,840 • Remote

About The Position

The Customer Solutions Representative - Collector role at Ally involves assisting customers with their auto loan accounts, particularly focusing on late or missed payments. The representative will engage with customers to understand the reasons for delinquency and negotiate payment arrangements, all while maintaining a professional and supportive environment. This position emphasizes compliance, negotiation, and customer service skills, with extensive training provided to ensure adherence to industry best practices.

Requirements

• 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.

Nice To Haves

• Bilingual skills (Spanish) are a plus.
• Skip tracing skills preferred.

Responsibilities

• Contact customers to determine reason for payment delinquency and negotiate payment commitment.
• Handle accounts with speed and accuracy while maintaining professionalism.
• Complete phone calls to meet required performance standards and metrics.
• Confirm and/or negotiate payment arrangements; research any discrepancies.
• Maintain established objectives for delinquency, repossessions and net losses; stay informed of changes in policies and procedures.
• Maintain strict confidentiality.
• Willing to work flexible schedules, weekends and holidays, and overtime as necessary to meet business needs.
• Use computerized system for tracking, information gathering, and/or troubleshooting.
• Respond to customer inquiries via telephone, Shaw workflows, CRTS and/or e-mails within established time frame.
• Evaluate accounts to find a win/win solution to avoid repossession loss.
• Document all accounts accurately, clearly and concisely noting reason for hardship and potential repossession loss.
• Respond with accurate information pertinent to the caller's questions using professionalism and integrity.
• Adhere to all state and federal laws in the handling of accounts.

Benefits

• Competitive holiday and flexible paid-time-off, including time off for volunteering and voting.
• Industry-leading 401K retirement savings plan with matching and company contributions.
• Student loan and 529 educational assistance programs.
• Tuition reimbursement and other financial well-being programs.
• Flexible health and insurance options including dental and vision.
• Pre-tax Health Savings Account with employer contributions.
• Total well-being program that helps you and your family stay on track physically, socially, emotionally, and financially.
• Adoption, surrogacy, and fertility support.
• Parental and caregiver leave.
• Back-up child and adult/elder day care program and childcare discounts.
• LifeMatters® Employee Assistance Program.
• Subsidized and discounted Weight Watchers® program.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Printing and Related Support Activities
• Education Level: High school or GED