Executive Customer Relations - Communication Editor

Ally Financial • Fort Washington, PA

102d • Onsite

About The Position

The Communications Editor is responsible for the review of written complaint responses to ensure clear and complete communications are sent to customers. As part of the Executive Customer Relations team, this individual will hold a customer-centric mindset and serve as a customer advocate, based on the data findings, business demand, and management objectives.

Requirements

• A minimum of year in compliance operations or customer service required.
• Familiarity with current financial industry regulations a plus.
• Demonstrated expertise in language and grammar.
• Strong communication skills, written and spoken.
• Solid knowledge of customer care practices.
• Comfortable working independently, but has experience working in a team environment.
• Proficient self-management skills and ability to effectively prioritize tasks for time management.
• Energetic and inquisitive, quick learner, with high level of initiative.
• Advanced analytical, reasoning, and problem-solving skills to form conclusions and help make decisions.
• Business partnering skills, including good interpersonal skills with ability to work well horizontally and vertically within organization.
• Exhibit a strong work ethic and high degree of self-motivation.
• Demonstrate accuracy and thoroughness, and monitors work to ensure quality.
• Ability to analyze complex processes and procedures, identify root cause of process or customer pain points, and ability to offer recommendations for improvement or other corrective action measures.
• Advanced level in Word; proficient in Excel.
• Familiarity with SharePoint a plus.
• Bachelor's degree or equivalent combination of education and experience.

Responsibilities

• Ensures complaint response letters are quality-checked for accuracy, completeness, and clarity.
• Ensures adherence to brand style guidelines.
• Works in a fast-paced environment to maintain quality while also ensuring team SLAs are met or exceeded.
• Pivots to support multiple business lines in reviews and builds expertise in business processes each day.
• Reviews complaint casework for procedural compliance and data integrity, as needed.
• Manages data integrity and process standardization with regard to complaint and related-VOC data.
• Acts as a coach and mentor to associates on best writing practices.
• Provides ongoing training based on learning opportunity trends.
• Supports creation of consistent response language in collaboration with business partners and manages the central repository for storage and dissemination.
• Analyzes customer needs on an ongoing basis to assist in identification of new business opportunities and develop ideas for new products and services, technology and/or operating procedures to meet those customer needs.
• Recommends enhancements where necessary to support the company objectives.
• Maintains a positive and customer-centric focus in dealings with customers and business partners alike.
• May interface with management to convey information.
• Demonstrates behaviors which are aligned with the Ally LEAD culture.
• Performs other duties or responsibilities as required or assigned.

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.
• Planning for the Future: 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.
• 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: Mentally Fit Employee Assistance Program, subsidized and discounted Weight Watchers® program and other employee discount programs.
• Other compensations: travel allowances, relocation assistance, a signing bonus and/or equity.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Credit Intermediation and Related Activities
• Education Level: Bachelor's degree