Loss Mitigation Specialist Sr.

Ally Lewisville , TX 75067

Posted 3 days ago

The Workout team works directly with customers who are requesting to voluntarily return the vehicle to Ally and discuss the impacts with the request to voluntarily surrender the vehicle. If a financial hardship is the reason for the voluntary surrender request, the Specialist will investigate available options or programs (such as a modification to the account terms or settlement) that can help the customer prevent the recovery of the vehicle.

The Specialist makes calls to 3rd parties to obtain vehicle location, amounts due to the 3rd party that must be paid prior to the recovery of the vehicle.

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 the loss to Ally and possible liability of that remaining amount owed Ally by the customer.

Job Responsibilities

  • Assist customers calling in for modification and/or voluntary surrender requests

  • Identify correct tool for customer

  • Explain modification program and review requirements with customers to determine if this is best option for their situation
  • Monitor assigned worklist / queue in SHAW to ensure accounts are worked, cleared and not delayed from BAU process

  • Negotiate with customer

  • Provide impacts of surrendering the vehicle (credit bureau, deficiency balance, etc.)
  • Send original documents received to PDP to have placed in the customer/account original document file

  • Settlements

  • Part 1 - provide customer with details of settlement process
  • Modification Program Related Duties:

  • Determine if customer qualifies for program

  • Run quote in RNQ screen to provide options to customer

  • GAP/Insurance talk off with customers (inform possible impacts to their coverage)

  • Identify Commercial accounts

  • Identify NNCPA account

  • Receive inbound/make outbound calls to provide status updates on modification requests

  • Voluntary Surrender Related Duties:

  • Assist customers calling in to make Voluntary Surrender requests (ensure they understand the result of a voluntary surrender)

  • Ensure the customer who is making the request has possession of the vehicle (or can provide location details for a possible involuntary request)


  • HS Diploma (or Equivalent)

  • Natural empathy for customers

  • Excellent communication skills (verbal and written)

  • Excellent listening skills (both calm and escalated customers)

  • Attention to detail

  • Professional phone etiquette

  • Strong / Persuasive negotiation skills

  • Strong multitasking

  • Meet performance metrics

Preferred Qualifications:

  • Prior Financial Servicing Experience

  • Microsoft Windows (Outlook, Word, Excel)

  • Familiarity with Internet based applications

Ally Overview

Ally Financial Inc. (NYSE: ALLY) is a leading digital financial services company and a top 25 U.S. financial holding company offering financial products for consumers, businesses, automotive dealers and corporate clients. Ally's legacy dates back to 1919, and the company was redesigned in 2009 with a distinctive brand, innovative approach and relentless focus on its customers. Ally has an award-winning online bank (member FDIC), one of the largest full service auto finance operations in the country, a complementary auto-focused insurance business, a growing digital wealth management and online brokerage platform, and a trusted corporate finance business offering capital for equity sponsors and middle-market companies.

Business Unit/Enterprise Function Description

Ally Servicing is part of Ally's Dealer Financial Services business and is a leading auto finance customer service organization with a portfolio of 4 million accounts. Ally is a full spectrum auto servicing organization including value streams from customer care to remarketing, and many support areas. It is a fast-paced, challenging and collaborative working environment. Our employees are focused on consistently delivering a superior customer experience.

Total Rewards

Ally's compensation program offers market-competitive base pay and bonus pay potential based on achieving personal and company goals. Plus, we have a flexible paid time-off program with an emphasis on work-life balance.

Ally offers a variety of benefits to protect your health and well-being, provide financial security and balance your work-life needs including:

  • Industry-leading 401K Retirement Savings Plan including Matching and Company Contributions

  • Comprehensive wellness program with financial incentives designed to help you achieve your best health

  • Flexible health insurance options including dental and vision

  • Pre-tax Health Savings Account with generous employer contributions

  • Pre-tax dependent care and commuter benefits

  • Other work-life integration benefits including Paid Parental & Caregiver Leave, Adoption Assistance, Back-up Child & Adult/Elder Care, Child Care Discounts, Tuition Reimbursement, LifeMatters Employee Assistance Program, Weight Watchers and other employee discount programs

Ally is an Equal Opportunity Employer

We extend equal employment opportunities to qualified applicants and employees on an equal basis regardless of an individual's 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.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

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Loss Mitigation Specialist Sr.