Senior Rep - Loss Prevention, Workout

Ally Financial • Lewisville, TX

12h • $48,880 - $59,488 • Onsite

About The Position

Join the Workout Team and make a real impact by helping customers facing long-term financial hardship. You’ll collaborate with other Ally departments and work directly with customers to offer solutions—like loan modifications—that can help them keep their vehicles and avoid costly repossessions. By providing these programs, you’ll help prevent financial losses for Ally and reduce customer liability. As a Workout Team Specialist, you’ll navigate a fast-paced, highly regulated environment, carefully assessing eligibility and negotiating new terms to best support our customers. You’ll also coordinate with third parties to manage voluntary vehicle surrenders, ensuring all details are handled efficiently. This is an exciting opportunity to make a difference while developing your expertise in a dynamic, customer-focused team!

Requirements

• Customer Call Center experience highly preferred
• Experience in financial services recommended
• Empathetic and attentive to customer needs
• Excellent verbal and written communication, listening, and professional phone etiquette
• Strong problem-solving, negotiation, and multitasking skills
• Detail-oriented and able to meet performance metrics
• Collaborative team player
• HS Diploma or equivalent required
• Proficient with Microsoft Outlook, Word, and Excel
• Familiarity with internet-based applications

Responsibilities

• Assist customers, dealerships, and authorized parties experiencing financial hardship, providing guidance on account options and voluntary vehicle surrender.
• Clearly explain the impacts of voluntary surrender (e.g., credit bureau, deficiency balance) to help customers make informed decisions.
• Interview customers to identify the best solution, explain modification programs, and review eligibility requirements.
• Evaluate account and customer eligibility for modifications, recommending exceptions to management when necessary.
• De-escalate upset customers and offer alternative solutions when possible.
• Monitor and manage assigned worklists/queues to ensure timely account processing; support other agent queues as needed.
• Negotiate with customers regarding vehicle surrender and settlements, ensuring all required forms and communications are completed.
• Handle special account assignments, including escalated cases and defect accounts.
• Review delinquent accounts to prevent charge-off or termination, ensuring timely documentation and follow-up.
• Manage settlement processes: communicate requirements, follow up with customers/third parties, determine settlement values, and negotiate offers.
• Update and validate customer contact information in accordance with quality control and disclosure requirements.
• Use online tools to verify addresses and other account details.
• Work daily control reports (e.g., PII unmasking, suspense funds, charge-off timing, prior modifications, life/disability insurance refunds, automated quotes, LOC approvals, NSF payments).
• Send and track contract modification documents, ensuring compliance with policies and service level agreements.
• Monitor electronic document systems (e.g., DocuSign) to ensure timely processing and closure of accounts.

Benefits

• Ally's compensation program offers market-competitive base pay and pay-for-performance incentives (bonuses) based on achieving personal and company goals.
• Our Total Rewards program includes industry-leading compensation and benefits plus additional incentives that are designed to meet your needs and those of your family so you can get the most out of your career and your life, including:
• 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.
• Other compensations: depending on the role for which you are considered, you may be eligible for travel allowances, relocation assistance, a signing bonus and/or equity.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED