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.
Assist customers calling in for modification and/or voluntary surrender requests
Identify correct tool for customer
Monitor assigned worklist / queue in SHAW to ensure accounts are worked, cleared and not delayed from BAU process
Negotiate with customer
Send original documents received to PDP to have placed in the customer/account original document file
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
Meet performance metrics
Prior Financial Servicing Experience
Microsoft Windows (Outlook, Word, Excel)
Familiarity with Internet based applications
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.
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