Customer Care Consultant - PIF

The Associate role assists Customer Care in answering or making calls to deliver a white glove personalized service to our customers. The primary focus will be on customer and/or dealer inquiries, transaction processing, customer file maintenance, reconciliations, and a range of complex research and daily operational tasks. Associates have an opportunity to work in a collaborative, fast paced and rewarding customer centric environment. Additionally, the Customer Care Associate will focus on developing a career at a company that invests in its people, offering opportunities for lateral and promotional career growth.

*This role will be hired at the 4I or 4J band based on experience.*

• Work with external and internal customers in a high-volume environment to resolve requests through phone, email and/or written correspondence.
• Deliver world-class customer experiences through establishing rapport and presenting positive, friendly interactions while striving for a one call resolution.
• Ensure processes are done thoroughly, accurately and adhere to policy and procedure.
• Demonstrate a level of urgency in handle a variety of tasks while meeting required service levels, established turnaround times (TAT) and volume requirements.
• Accurately update systems of record with status details and other information relating to customer requests.
• Navigate multiple computer systems to complete in depth account analysis, research, and handle monetary transactions.
• Mitigate risk by looking beyond the obvious for information or behaviors that may warrant investigation and/or escalation.
• Exercise judgment to research and solve operational problems where the answer is not apparent.
• Proactively identify and recommend solutions to improve existing policies, procedures, and business processes to meet the changing needs of the business and customer.
• Maintain strict confidentiality with customer, employee, and company information.
• Perform other ad-hoc tasks as assigned.

• High School Diploma or equivalent required.
• Prior experience in customer service, financial services, or similar industry.
• Prior phone handling experience preferred.
• A passion for providing excellent customer service.
• Ability to manage workflow and adapt to changing conditions on business objectives and priorities.
• Demonstrated ability to adapt and respond to diverse types of personalities.
• Strong communication skills in both written and verbal, and ability to foster strong working relationships.
• Possess the ability to identify and diffuse escalated situations with tact and diplomacy.
• Demonstrate a strong attention to detail, sound judgment and analytical ability to develop logical solutions.
• Above average computer knowledge and technical skills; adept at using multiple software products including but not limited to, CRM Salesforce and Microsoft Office Programs.
• Demonstrates a high degree of personal accountability, passion, and execution.
• High energy and positive "can-do" attitude.
• Hybrid role with 3 days in office and 2 days remote.

• 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.
• To view more detailed information about Ally’s Total Rewards, please visit this link: https://www.ally.com/content/dam/pdf/corporate/ally-total-rewards-snapshot.pdf

Who We Are:

Ally Financial is a customer-centric, leading digital financial services company with passionate customer service and innovative financial solutions. We are relentlessly focused on "Doing it Right" and being a trusted financial-services provider to our consumer, commercial, and corporate customers. For more information, visit www.ally.com.

Ally is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity or expression, pregnancy status, marital status, military or veteran status, genetic disposition or any other reason protected by law.

We are committed to working with and providing reasonable accommodation to applicants with physical or mental disabilities. For accommodation requests, email us at hrpolicy@ally.com. Ally will not discriminate against any qualified individual who is capable of performing the essential functions of the job with or without reasonable accommodation.