Customer Payment Specialist

Ally; Jacksonville (FL); Hybrid; USD 48,000 - 54,000; Full time

Job summary

Ally Financial is seeking an entry-level customer service professional in Jacksonville, FL to assist customers with account questions, process payments, and research inquiries for accurate support.

We emphasize work-life balance, generous benefits, and growth opportunities. You’ll receive comprehensive training and a clear path to advance within Ally’s supportive environment.

Qualifications

• 0+ years of experience.
• High school diploma or GED equivalent.
• Bachelor's degree in business or related field may be used as a proxy for experience.
• Prior experience in customer service, financial services or similar industry preferred.
• Proficient verbal communication skills; fast and correct typing and the ability to create grammatically correct responses/comments without spelling errors.
• Sound knowledge and application of business telephone etiquette.

Responsibilities

• Meet or exceed all assigned operational, customer-experience metrics, and objectives on a consistent basis.
• Provide personalized customer service of the highest level by establishing rapport and presenting a positive, friendly attitude.
• Ensure processes are done thoroughly, accurately and per legal/process requirements.
• Accurately update systems and databases with status details and other information relating to customer concern or need.
• Strive for first contact resolution.
• Look for means of improving as well as promoting low effort customer experience in line with all quality and compliance standards.
• Maintain strict confidentiality with customer, employee, and company information.
• Ability to solve more complex problems.
• Recommend changes to policies and procedures to support providing a low effort experience for our customers.
• Immediately implement and maintain control when procedural changes are presented.
• Assists with training and coaching of new team members.
• Assists others within department and assists in leading departmental projects or activities.

Skills

Customer service

Verbal communication

Typing speed

Professionalism

Grammatic accuracy

Conflict resolution

Analytical thinking

Attention to detail

Education

Bachelor's degree in business or related field

High school Diploma or GED

Tools

CRM systems

Microsoft Outlook

Microsoft Excel

Job description

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?

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

Responsible for ensuring that Ally's customers' accounts are properly serviced during the life of the loan. This may include, but is not limited to, researching payments, analyzing documents and account revisions. Execute Ally's strategic vision to profitably deliver a premier auto-finance servicing experience to our customers. Primary focus is delivering a repeatable, low effort, high quality experience to each and every person we serve - consumers, dealers and peers.

The Work Itself

• Meet or exceed all assigned operational, customer-experience metrics, and objectives on a consistent basis.
• Provide personalized customer service of the highest level by establishing rapport and presenting a positive, friendly attitude.
• Ensure processes are done thoroughly, accurately and per legal/process requirements.
• Accurately update systems and databases with status details and other information relating to customer concern or need.
• Strive for first contact resolution.
• Look for means of improving as well as promoting low effort customer experience in line with all quality and compliance standards.
• Maintain strict confidentiality with customer, employee, and company information.
• Ability to solve more complex problems.
• Recommend changes to policies and procedures to support providing a low effort experience for our customers.
• Immediately implement and maintain control when procedural changes are presented.
• Assists with training and coaching of new team members.
• Assists others within department and assists in leading departmental projects or activities.

The Qualifications We’re Looking For

• Entry Level.
• Bachelor's degree in business or related may be used as a proxy for the experience.
• Prior experience in customer service, financial services or similar industry preferred.
• Proficient verbal communication skills; fast and correct typing and the ability to create grammatically correct responses/comments without spelling errors.
• Sound knowledge and application of business telephone etiquette.
• Ability to quickly recognize signals of a disgruntled customer, diffuse situation, ability to respond without getting angry, and recover customer loyalty.
• Possesses sound judgment and analytical abilities, develop logical solutions, ability to manage difficult customer situations, to respond promptly to the needs of the customer and solicit feedback to improve service.
• Above average computer knowledge and technical skills; adept at using search tools, browsers, email features, attaching files to correspondence, utilizing tracking tools, familiarity of CRM solutions, proficient knowledge of Excel, navigation of databases and web based applications and workflow tools, and intermediate knowledge of Microsoft Outlook.
• Strong attention to detail and ability to analyze account level data/information.
• Demonstrates initiative and accountability.

Minimum Qualifications

• 0+ years of experience
• High school Diploma or GED equivalent

How We'll Have Your Back

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 [e-mail] with details of your accommodation request.

Base Pay Range

$47,840.00 - $54,080.00

Incentive Compensation

This position is eligible to participate in our annual incentive plan.