Bilingual - Customer Solutions Representative - Collector - Jacksonville, FL - Starting August 2025

Ally Financial • Jacksonville, FL

240d • $23 • Onsite

About The Position

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? 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, and negotiating and selling skills to ensure collection routines are consistent and based on industry best practices.

Requirements

• Must be fluent in English and Spanish.
• 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.
• 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.

Nice To Haves

• 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.
• Must maintain strict confidentiality.
• Willing to work flexible schedules, weekends and holidays, and overtime as necessary to meet business needs.
• Uses 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.
• Responds 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

• 20 paid time off days in addition to 11 paid holidays and 8 hours of volunteer time off yearly.
• 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.
• 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.
• Adoption, surrogacy and fertility assistance.
• Paid parental and caregiver leave.
• Dependent Day Care FSA back-up child and adult/elder care days.
• Childcare discounts.
• Mentally Fit Employee Assistance Program.
• Subsidized and discounted Weight Watchers® program.
• Other employee discount programs.

What This Job Offers

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