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 love 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
- Bilingual Spanish preferred
- 8AM - 5PM CST work shift
The Workout team works directly with other ally departments and with customers who are requesting financial assistance due to a long-term hardship. The primary tool provided by the Workout Team is a Modification. 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 loss to Ally and possible liability of that remaining amount owed to Ally by the customer. As a result, Workout Team agents attempt to avoid losses by offering Modifications to customers wanting to surrender the vehicle. The modification program is a high-risk program that is highly regulated by Federal and State laws. Due to this high-risk, agents must carefully determine which program may meet the customer’s needs and carefully determine eligibility of the account and also of the customer prior to negotiating the new modified terms. In order to process a Voluntary Surrender, 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.
The Work Itself
- The Work Itself
- Assist customers and other authorized persons who are stressed due to financial hardship situations and calling in for assistance with their Ally auto account.
- Assist customers, escalated customer situations, dealerships and authorized persons who are calling in to request to voluntary surrender the vehicle to Ally (less than 15 days past due) and ensure that the customer(s) understand the ramifications with a voluntary surrender (credit bureau impact, possible deficiency balance in the future, etc.) so the customer is able to make an informed decision
- Interview/probe customer to identify correct tool - Explain modification program and review requirements with customers to determine if this is best option for their situation
- Ensure the account meets the required Modification eligibility policy and guidelines, if escalated or Ally error is identified the agent will evaluate the account and provide a recommendation to management for possible exception.
- Ensure the customer meets the required Modification eligibility policy and guidelines, if escalated or Ally error is identified the agent will evaluate the account and provide a recommendation to management for possible exception.
- Ensure the modified terms meet the required eligibility policy and guidelines PRIOR to extending the offer to the customer if escalated or Ally error is identified the agent will evaluate the account and provide a recommendation to management for possible exception.
- De-escalate customers who are upset with their modification eligibility and assist them in another way (when possible)
- Monitor assigned worklist / queue in SHAW or Advantage to ensure accounts are worked, cleared and not delayed from BAU process and work other agent queues when necessary
- Negotiate with customer - Provide impacts of surrendering the vehicle (credit bureau, deficiency balance, etc.) ensure required customer contacts are made and repossession voluntary surrender form is sent to all parties as required and ensure the cure letter (when required) is requested, sent and expired prior to proceeding with the repossession action.
- Send original documents received to PDP to have placed in the customer/account original document file. Refer to PDP when researching accounts to assist customers or management
- Handle Special Account assignments (Escalated Customer Resolution team or defect CRM and AAOS accounts)
- Special Delinquent Account Review (preventing charge off and termination of the account while in a WOT process). Ensure proper comments are present and account is worked in a timely manner.
- Settlements – Part 1 - provide customer with requirements for the settlement process, follow up with the customer (and authorized 3rd parties) multiple times to ensure information is provided and also accurate.
- Settlements – Part 2 – follow up with customer (authorized 3rd party) and provide update on their request. Determine the value of the vehicle and the amount of the offer being made to settle the account, ensure wording in the hardship settlement request letter is adequate and meets required details and any supporting evidence or documentation is included. Verify the amount offered is sufficient according to the situation and the policy and procedure for settlements and if it is not to negotiate with the customer/authorized 3rd party to increase offered amount. When settlement is not an option to call the customer/authorized 3rd party to decline the offer of settlement.
- Update contact information (phone number and addresses for customer or co-buyer) in system as needed and in accordance with the QC requirements/validation and all required disclosures are provided in the timeline required.
- Use Google/other search engines to confirm validity of addresses provided
- Work daily Workout Team control reports, including but not limited to:
- PII information unmasked – review when PII information was unmasked and ensure proper documentation/justification has been noted, if not escalate to management.
- Misdirected Suspense – ensure suspense funds are applied to the account and if not a workout account that the suspense case is forwarded to the appropriate team for handling within expected SLA
- AAOS/CRM follow up – ensure accounts in process have follow up call attempts made within SLA and expectations
- Send Contract Modification Documents - Ensure correct modification documents are sent within expected SLA and meet guidelines and policy
- Charge-Off report – Ensure every account that is within charge off timing is reviewed and resolved or noted for next steps within SLA
- Guarantor report – Ensure authorized person (only customer) is requesting the Modification
- Prior MOD – Review accounts denied due to prior account adjustments are denied appropriately for having a previous modification and if the adjustment was not a prior modification the agent will clear alerts on the account, document the account and ensure proper attempts to reach the customer are made and negotiate modified terms (when possible).
- Life Insurance/Disability Insurance aftermarket policies are calculated, and a prorated refund is credited to the account (having offset the dealer reserve account) when needed
- Automated quotes are closed out timely and not left open in the system
- LOC report – Ensure any account with an open line of credit and negotiated modification has document approval from CCG for the modification, if not the agent will obtain the required approval.
- NSF payments on modifications – Agent will review accounts with returned/insufficient funds payments and contact the customer to have funds replaced so the modification can be completed for the customer or if the customer is not able to pay then to close out the modification in all systems.
- DocuSign – Monitor the electronic system app to ensure accounts (envelopes) are at the correct status, have documents resent when required and close out expired envelopes when needed.
Minimum Qualifications
- 0+ years of experience
- High school Diploma or GED equivalent
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: 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.
In accordance with the Americans with Disabilities Act, if after review of the position expectations, you believe that you may need a medical accommodation to fulfill the duties of this role, please email hrpolicy@ally.com with details of your accommodation request.
Base Pay Range $48,880.00 - $59,488.00 An individual's position in the range is determined by the specific role, 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.
Incentive Compensation:
This position is eligible to participate in our annual incentive plan.
