Customer Service Associate

at Ally Financial

Jacksonville, FL

Posted on Sep. 12, 2017

Full Time

401k / Retirement Plan, Health Insurance, Dental Insurance, Vision Insurance

Ally Financial is now hiring for Customer Service Associates.

Meet our Hiring Managers in person.
Visit us on September 19th, 2017 from 10AM to 2PM.
Click Apply now for the location address.

If you are calm, cool and collected (no pun intended) no matter what and nothing gets under your skin, then this is the right opportunity for you! You'll be helping our customers while working in a fun team environment. You'll go home feeling like you made a difference.

As a Customer Service Associates, you'll spend your day talking with customers over the phone reminding them about late or missed payments as well as getting the facts about the reasons for delinquency, helping customers find solutions to bring their account current and negotiating payment resolutions. Every call is an opportunity for you to use your negotiating and relationship building skills to partner with customers and building lasting business relationships. With three Collections' Centers in the U.S., the Collections team is responsible for collecting on past due auto accounts. The team receives extensive training with an emphasis on compliance, and negotiating and selling skills to ensure collection routines are consistent and based on industry best practices.

Primarily responsible for collecting past due payments within company guidelines. Contacts customers to determine reason for payment delinquency. Obtains thorough understanding of customer's delinquency to determine appropriate strategies to obtain payments of accounts. Uses computerized system for tracking, information gathering, and/or troubleshooting. Demonstrates commitment to serving customer needs and solving problems efficiently and with insight. Responds with accurate information pertinent to the caller's questions using professionalism and integrity. Uses protocols to decide when special circumstances dictate an exception to the guidelines. Requests assistance from a supervisor whenever necessary. May offer different alternatives, in addition to explaining consequences of delinquency to customers in the attempt to obtain payments.


Job Responsibilities
-Handle accounts with speed and accuracy while maintaining professionalism
-Complete phone calls to meet required performance standards and metrics
-Confirm and/or negotiate payment arrangements; research any discrepancies
-Maintain established objectives for delinquency, repossessions and net losses; stay informed of changes in policies and procedures
-Must maintain strict confidentiality
-Willing to work flexible schedules, weekends and holidays, and overtime as necessary to meet business needs
-Respond to customer inquiries via telephone, Shaw workflows, CRTS and/or e-mails within established time frame.
-Evaluate accounts to find a win/win solution to avoid repossession loss.
-Document all accounts accurately, clearly and concisely noting reason for hardship and potential repossession loss.
-Adhere to all state and federal laws in the handling of accounts

-HS diploma or equivalent required.
-Prior experience in financial services or similar industry preferred. Associate's degree or Bachelor's degree in business or related may be used as a proxy for the experience.
-Excellent listening, oral - written communication skills
-Attention to detail
-Professional phone etiquette
-Skip tracing skills preferred
-Good follow up skills
-Persuasive negotiation skills
-Microsoft Windows and Internet-based applications experience required
-Basic typing/data entry skills
-Strong ability to identify potential loss situations and make appropriate recommendations to mitigate loss.
-Ability to multi-task
-Performance Measurements may include:
-Maintain key performance metrics at required levels
-Maintain delinquency and repossessions at prescribed levels
-Complete phone calls to meet required metric standards
-Ability to make appropriate decisions related to moving forward with repossession of vehicle and acceptable payment arrangements
-Strong knowledge of all requirements for repossessions, contract extensions, and contract rewrites
-Ability to make recommendations to management on unique collections cases
-Ability to skip trace an account

Ally Financial Inc. 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.

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.

Meet our Hiring Managers in person.
Visit us on September 19th, 2017 from 10AM to 2PM.
Click Apply now for the location address.

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