Customer Solutions Supervisor

General information

Career area

Collections

Work Location(s)

12850 W Gran Bay Pkwy, FL

Remote?

No

Ref #

17850

Posted Date

Monday, June 24, 2024

Working time

Full time

Ally and Your Career

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?

Work Schedule: Ally designates roles as (1) fully on-site, (2) hybrid, or (3) fully remote. Hybrid roles are generally expected to be in the office a certain number of days per week as indicated by your manager. Your hiring manager will discuss this role's specific work requirements with you during the hiring process. All work requirements are subject to change at any time based on leader discretion and/or business need.

The Opportunity

If you are calm, cool and collected (no pun intended) no matter what and enjoy leading a successful team, then this is the right opportunity for you! You will coach and lead your team to help our customers, while working in a fun team environment. You'll go home feeling like you made a difference and watch your team grow, develop and succeed. As a Customer Solutions Supervisor, you'll spend your day assisting and guiding your team, speaking with customers over the phone, getting the facts about the reasons for delinquency, helping customers find solutions to bring their account current and negotiating payment solutions. Every day is an opportunity for you to help your team members better serve our customers and resolve their payment issues. With three (Jacksonville, Little Rock and WFH) Collections Centers in the U.S., the Customer Solutions team is responsible for collecting on past due auto accounts.

The Work Itself

• Ability to tie Business metrics to development strategies to ensure Call Model Skill challenges are being identified and coached to, accordingly.

• Grow and develop Customer Solutions agents through 1:1 sessions, call monitoring and coaching.

• Provide guidance regarding the product agents produce (phone conversations with customers to collect total amount due, resolve other account related issues and skip trace to find customers/vehicles).

• Successfully complete 90-day coaching certification program

• Assign work to agents and assist agents as needed in resolving delinquent account issues.

• Exceed objectives provided periodically by Customer Solutions leadership.

• Train and develop analysts, collectors, Peer to peers and newer supervisors through 1:1 coaching, phone monitoring and audits.

• Work evenings and weekends when required.

The Skills You Bring

• HS diploma or equivalent required.

• Associate / Bachelor's degree in business related discipline preferred.

• 3 + years in customer service or financial services industry is needed.

• Prior leadership experience is desired.

• Education may be used as a proxy for experience.

• Ability to multitask.

• Familiar with company policies - procedures.

• Attention to detail.

• Ability to effectively coach and develop.

• Professional phone etiquette.

• Extensive skip tracing knowledge and skill.

• Conflict resolution skills.

• Negotiation skills Industry knowledge.

• Time management skills.

• Process improvement skills.

• Proficiency in managing a department.

• Product knowledge.

• Oral - written communication.

• Decision Making Ability.

• Ability to develop employees, strong leadership skills and excellent overall team performance.

How We'll Have Your Back

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: 11 paid holidays, 20 paid time off days, and 8 hours of volunteer time off, yearly (paid time off is prorated based on start date)

• 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 work@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.

Base Pay Range: An individual's position in the range is determined by the scope and responsibilities of the role, work experience, education, certification(s), training, and additional qualifications. We review internal pay, the competitive market, and business environment prior to extending an offer.

Emerging

60000

Experienced

65000

Expert

75000

Incentive Compensation: This position is eligible to participate in a variable incentive plan.