Sr. Rep - Loss Prevention, Workout

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? The Workout team works directly with other ally departments and with customers who are requesting financial assistance due to a long-term hardship. The primary tool provided by the Workout Team is a Modification. When a vehicle is returned/recovered and sold at auction a loss is realized. Having programs available to customers to assist them (when possible) and avoid the recovery of the vehicle helps prevent loss to Ally and possible liability of that remaining amount owed to Ally by the customer. As a result, Workout Team agents attempt to avoid losses by offering Modifications to customers wanting to surrender the vehicle. The modification program is a high-risk program that is highly regulated by Federal and State laws. Due to this high-risk, agents must carefully determine which program may meet the customer's needs and carefully determine eligibility of the account and also of the customer prior to negotiating the new modified terms.

Responsibilities

• Assist customers and other authorized persons who are stressed due to financial hardship situations and calling in for assistance with their Ally auto account.
• Assist customers, escalated customer situations, dealerships and authorized persons who are calling in to request to voluntary surrender the vehicle to Ally (less than 15 days past due) and ensure that the customer(s) understand the ramifications with a voluntary surrender.
• Interview/probe customer to identify correct tool - Explain modification program and review requirements with customers to determine if this is best option for their situation.
• Ensure the account meets the required Modification eligibility policy and guidelines.
• Ensure the customer meets the required Modification eligibility policy and guidelines.
• Ensure the modified terms meet the required eligibility policy and guidelines PRIOR to extending the offer to the customer.
• De-escalate customers who are upset with their modification eligibility and assist them in another way (when possible).
• Monitor assigned worklist / queue in SHAW or Advantage to ensure accounts are worked, cleared and not delayed from BAU process.
• Negotiate with customer - Provide impacts of surrendering the vehicle and ensure required customer contacts are made.
• Send original documents received to PDP to have placed in the customer/account original document file.
• Handle Special Account assignments (Escalated Customer Resolution team or defect CRM and AAOS accounts).
• Special Delinquent Account Review (preventing charge off and termination of the account while in a WOT process).
• Settlements - Part 1 - provide customer with requirements for the settlement process, follow up with the customer (and authorized 3rd parties) multiple times.
• Settlements - Part 2 - follow up with customer (authorized 3rd party) and provide update on their request.
• Update contact information (phone number and addresses for customer or co-buyer) in system as needed.
• Use Google/other search engines to confirm validity of addresses provided.
• Work daily Workout Team control reports, including but not limited to: PII information unmasked, Misdirected Suspense, AAOS/CRM follow up.
• Send Contract Modification Documents - Ensure correct modification documents are sent within expected SLA.
• Charge-Off report - Ensure every account that is within charge off timing is reviewed and resolved.
• Guarantor report - Ensure authorized person (only customer) is requesting the Modification.
• Prior MOD - Review accounts denied due to prior account adjustments.
• Life Insurance/Disability Insurance aftermarket policies are calculated, and a prorated refund is credited to the account when needed.
• Automated quotes are closed out timely and not left open in the system.
• LOC report - Ensure any account with an open line of credit and negotiated modification has document approval from CCG.
• NSF payments on modifications - Agent will review accounts with returned/insufficient funds payments.
• DocuSign - Monitor the electronic system app to ensure accounts (envelopes) are at the correct status.

Requirements

• 9AM - 6PM CST work shift required.
• HS Diploma (or Equivalent) required.
• Natural empathy for customers.
• Excellent communication skills (verbal and written).
• Excellent listening skills (both calm and escalated customers).
• Attention to detail.
• Strong problem solving skills.
• Professional phone etiquette.
• Strong / Persuasive negotiation skills.
• Strong multitasking.
• Thrive in a Team Environment.
• Meet performance metrics.

Nice-to-haves

• Prior Financial Servicing Experience.
• Microsoft Windows (Outlook, Word, Excel).
• Familiarity with Internet based applications.

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.
• Supporting your Health & Well-being: flexible health and insurance options including medical, dental and vision.
• Building a Family: adoption, surrogacy and fertility assistance as well as paid parental and caregiver leave.
• Work-Life Integration: Mentally Fit Employee Assistance Program, subsidized and discounted Weight Watchers program.
• Other compensations: travel allowances, relocation assistance, a signing bonus and/or equity.