Job description
General information
Ally and Your Career
The Opportunity
The Work Itself
- Monitor and disposition incoming survey feedback; opening complaint cases when appropriate and facilitating Customer Care outbound calling for escalated cases that don’t meet the complaint criteria.
- Prepare complaint and escalation cases for Executive Customer Relations Specialists, accurately completing all applicable fields.
- Monitor, facilitate and set up all third-party vendor complaints.
- Perform root cause analysis and identify high priority and sensitive complaints; escalating to management when appropriate.
- Facilitate the sending of other line of business complaints in a timely manner.
- Ensure customer’s feedback is heard throughout the escalation and complaint process.
- Quickly and accurately identify and classify complaint cases. Demonstrates behaviors which are aligned with the Ally LEAD culture.
- Ability to communicate effectively in an office setting and establish credibility and trust with a variety of internal Customers.
- Monitor the Executive Customer Relations group email inbox, opening complaint cases and escalating communication when appropriate.
- Monitor, audit and track gift card inventory.
- Drive improvement and enable consistent performance by providing accurate, intuitive case documentation that can be easily leveraged by all leaders.
The Skills You Bring
- Excellent organizational and time management skills, with ability to prioritize workload to meet internal and external customer expectations under tight timelines/established SLA’s.
- Ability to be self-directed and work under pressure on multiple tasks concurrently, meeting deadlines in a fast-paced work environment with frequent interruptions and changing priorities.
- Current and comprehensive knowledge of banking concepts (including the legislative and regulatory environments), and familiarity with financial planning and retirement services design.
- Solid knowledge of customer care practices and the ability to identify and understand risk.
- Exceptional customer service skills with the ability to actively listen, present a professional telephone demeanor, and resolve conflicts with potentially upset customers
- Strong working knowledge and ability to quickly learn and use full capabilities of business systems to access customer information for research and resolution of customers' issues.
- Ability to develop and maintain strong internal & external business relationships
- Strong decision-making and problem-solving skills, using sound judgement and discretion, with the ability to resolve conflicts under pressure and to work independently without direct supervision.
- Flexibility and excellent interpersonal astuteness to respond to a wide variety of customer needs and personalities using tact, diplomacy, and the human relations skill necessary for dealing with a diverse audience.
- Ability to analyze complex processes and procedures, identify root cause of process or customer pain points, and offer recommendations for improvement or other corrective action measures.
- Experience using MS Office Tools such as: MS Word, Outlook, MS Teams
- Strong attention to detail
- Ability to manage team inbox, case volumes and special request from management with a sense of urgency and accuracy,
How We'll Have Your Back
- Time Away: competitive holiday and flexible paid-time-off, including time off for volunteering and voting.
- 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 and 529 educational assistance programs, tuition reimbursement, and other financial well-being programs.
- Supporting your Health & Well-being: flexible health and insurance options including dental and vision, pre-tax Health Savings Account with employer contributions 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 support as well as parental and caregiver leave, back-up child and adult/elder day care program and childcare discounts.
- Work-Life Integration: other benefits including LifeMatters® Employee Assistance Program, subsidized and discounted Weight Watchers® program and other employee discount programs.
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.
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