Customer Solutions Representative - Collector

Ally; Charlotte (NC); On-site; USD 48,000 - 54,000; Full time

Benefits offered by this job

Time off benefits

Health benefits

401(k) retirement plan

Job summary

Ally Financial is seeking a Customer Solutions Representative in Charlotte to handle outbound and inbound calls about auto loan accounts, resolve late payments with empathy, and document interactions clearly to support accurate account tracking. You will work within a team that emphasizes compliance, customer care, and sales discipline, with training provided and opportunities for growth.

The role offers a competitive base pay, incentives, and a Total Rewards program including generous time off,

Qualifications

• Experience in financial services or related industry preferred.
• Excellent listening, verbal, and written communication skills.
• Sales, negotiation, and skip tracing skills preferred.
• Proficiency with Microsoft Windows and internet-based applications.
• Ability to multi-task and meet key performance metrics.
• Ability to identify loss situations and mitigate with recommendations.
• Ability to work flexible hours, including weekends and holidays.

Responsibilities

• Make outbound calls and handle inbound calls to meet performance metrics.
• Contact auto-loan customers regarding late or missed payments.
• Negotiate payment arrangements and resolve delinquency issues.
• Respond to inquiries via phone, workflow systems, and email.
• Research and resolve account discrepancies.
• Document interactions clearly and accurately.
• Maintain professionalism and confidentiality of customer information.
• Adhere to applicable state and federal laws in handling accounts.

Skills

Customer service

Listening skills

Verbal communication

Written communication

Sales and negotiation

Skip tracing

Multitasking

Attention to detail

Flexibility in hours

Education

High school diploma or GED

Associate or bachelor’s degree preferred or acceptable in lieu of experience

Tools

Microsoft Windows

Internet applications

Job description

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

Are you experienced in customer service and interested in helping customers reach financial well-being? As a Customer Solutions Representative, you will proactively make outbound calls as well as handle inbound calls to efficiently assist customers with their auto loan accounts, providing exceptional service while resolving payment issues in a professional, empathetic, and highly productive manner. We offer a strong brand reputation, competitive benefits, and thorough training in compliance, negotiation, and sales. You will gain valuable skills and contribute to a team that values professionalism and consistent, industry-standard practices.

Compensation: $23/hr. + monthly incentives.

Training classes start: November or December 2026

Training Schedule:

• Monday - Friday: 8am-5pm EST or 7am-4pm CST (weeks 1-4)
• One late night starts in the Launch Program (starts the 1st Tuesday of the 2nd month of training):11am-8pm EST or 10am – 7pm CST

Following training, the required work schedule is as follows:

• Monday through Friday: 8am - 5pm EST or (7am - 4pm CST) or 9am-6pm EST or (8am-5pm CST)
• One late night per week: 11am - 8pm EST or 10am - 7pm CST
• One Saturday per month: 8am - 12pm EST or (7am - 11am CST)

The Work Itself

• 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.

The Qualifications We’re Looking For

• 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 required.
• Ability to multi-task and meet key performance metrics.
• Strong ability to identify potential loss situations and make appropriate recommendations to mitigate loss, with an aptness to escape unique collections cases to management.
• Ability to work flexible hours, including weekends, holidays, and overtime as 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 [e-mail] with details of your accommodation request.

Base Pay Range

$47,840.00 - $54,080.00

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 a variable incentive plan.