Operations Processor

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?

The Opportunity

The Operations Processor is responsible for working collaboratively within a team environment to review and validate certain documents required for loan processing, and to obtain information needed for the loan agreement. Customer Advocates are required to be accurate, compliant, efficient, effective, and perform their duties within established policies and procedures. The Customer Advocate will perform primary and secondary duties, including reviewing and verifying information provided by customers, obtaining payoffs, tax and registration fee information, making outbound and taking inbound calls, providing consistent and timely follow up to customers and business partners, and coordinating with teammates to perform other departmental duties. Our ideal candidate will enjoy a fast-paced, goal driven environment, be willing to multitask and perform multiple departmental functions, be a passionate service professional with strong communication and computer skills, and be poised and professional at all times.

The Work Itself

• Review and verifying information provided by customers, which includes driver’s license, registration, insurance, odometer reading, and other required documents
• Make outbound calls to various financial institutions and state motor vehicle departments, obtaining payoff, tax, and registration information
• Ensure business objectives and compliance standards are met on a monthly basis
• Provide outstanding customer service while meeting service level agreements
• Multi-task between phone, computer work, and emails, working collaboratively with teammates to manage multiple work queues
• Provide consistent and timely follow up to customers and business partners
• Update customer files and records timely and accurately
• Communicate effectively and build successful working relationships with teammates, business partners and other employees
• Follow internal processes to align with policy, procedure, and process changes
• Recommend new approaches, policies, and procedures to increase productivity and efficiency Responsible for identifying and mitigating fraud
• Prioritize tasks based on time sensitivity
• Perform other departmental duties, as needed

The Skills You Bring

• High School degree or equivalent is required
• Previous customer service, call center, data entry or loan originating experience preferred
• High level of daily phone volume experience preferred (inbound and/or outbound)
• Strong verbal and written communication skills, and effective listening skills
• Must be comfortable talking on the phone with customers, peers, business partners and third parties
• Fast learner that can comprehend, retain, and implement required policies and procedures
• Ability to thrive in a fast-paced work environment, work independently and as part of a team
• Must exude exceptional customer service
• Detail orientated with excellent time management skills
• Expert typing and data entry skills
• Strong critical thinking skills that will be used to generate resolutions for escalated accounts
• Proficient computer skills, including MS Office products (Outlook, Word, Excel)
• Ability to work overtime hours and Saturdays, as needed

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.