Customer Solutions Pro: Auto Loans

1611 Ally Bank; Jacksonville (FL); Hybrid; USD 48,000 - 54,000; Full time

Benefits offered by this job

Paid time off

Paid holidays

401K retirement plan

Medical/dental/vision insurance

Life insurance

Job summary

Ally Financial is seeking a Customer Solutions Representative to support auto loan customers with outbound and inbound calls, resolving payment issues, and delivering empathetic, professional service.

You will be trained in compliance, negotiation, and sales, with a strong emphasis on maintaining confidentiality and adherence to laws. The role offers a stable schedule with weekends and holidays as needed, and a comprehensive benefits package.

Qualifications

• Experience in financial services or a related industry preferred.
• Associate or bachelor’s degree in business or related field may be used in lieu of experience.
• Bilingual Spanish skills are a plus.
• Excellent listening, verbal, and written communication skills.
• Strong attention to detail and professional phone etiquette.
• Sales, negotiation, and skip tracing skills preferred.
• Proficiency with Microsoft Windows and internet-based applications.
• Ability to multi-task and meet key performance metrics.
• Strong ability to identify potential loss situations and mitigate loss.
• Ability to work flexible hours, including weekends, holidays, and overtime as needed.

Responsibilities

• Make outbound phone calls and handle incoming calls to meet required performance standards and metrics.
• Contact Ally auto-loan customers regarding late or missed payments.
• Understand reasons for delinquency and negotiate payment arrangements.
• Respond to customer inquiries via phone, workflow systems, and email.
• Research and resolve account discrepancies.
• Document all interactions clearly and accurately.
• Maintain professionalism and accuracy while managing accounts.
• Meet performance standards for call volume, delinquency, and customer satisfaction.
• Identify and recommend solutions to avoid repossession losses.
• Use computerized systems for tracking and troubleshooting.
• Maintain strict confidentiality of customer information.
• Adhere to all state and federal laws in the handling of accounts.

Skills

Financial services experience

Spanish language

Active listening

Verbal communication

Written communication

Professional phone etiquette

Sales and negotiation

Skip tracing

MS Windows & web apps

Multi-tasking & KPIs

Loss mitigation

Flexible hours

Education

Associate or Bachelor’s degree in business or related field

High school Diploma or GED

Tools

Microsoft Windows

Internet-based applications

Job description

Ally Financial is seeking a Customer Solutions Representative to support auto loan customers with outbound and inbound calls, resolving payment issues, and delivering empathetic, professional service.

You will be trained in compliance, negotiation, and sales, with a strong emphasis on maintaining confidentiality and adherence to laws. The role offers a stable schedule with weekends and holidays as needed, and a comprehensive benefits package.