Referrals & Quality Control Manager

1611 Ally Bank; United States; Hybrid; USD 90,000 - 150,000; Full time

Benefits offered by this job

Health & dental insurance

401K with company matching

Paid time off & holidays

Employee assistance program

Job summary

Ally Financial is seeking a Manager, Fraud Referrals & Quality Control to lead a team of fraud and quality professionals. You will oversee fraud referral workflows, SAR quality control, regulatory compliance, and operational performance, while coaching staff and driving continuous improvement with risk and compliance partners.

The role requires 7+ years of relevant experience, a bachelor’s degree, and credentials such as CFE/CFCI.

Qualifications

• Bachelor's degree preferred; fraud credentials are a plus.
• Strong ability to cultivate internal networks and relationships with senior management.
• Proven ability to manage in complex, changing environments.

Responsibilities

• Oversee fraud referral workflows and SAR quality control.
• Monitor SLA adherence and regulatory filing timelines.
• Drive continuous improvement and partner with risk, compliance and IT.
• Coach and develop staff and manage performance.

Skills

Fraud workflows

Quality assurance

Regulatory compliance

SLA management

Staff coaching

Cross-functional collaboration

Data analysis

MS Office

Education

Bachelor's degree in related field

Fraud credentials (CFE/CFCI)

Tools

Excel

MS Office

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? 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

The Manager, Fraud Referrals & Quality Control is a people leadership role responsible for overseeing fraud referral operations, quality control activities, regulatory compliance, and operational performance. This position leads a team of fraud and quality professionals, ensuring work is completed accurately, timely, and in accordance with regulatory requirements while fostering a high-performing, engaged team culture. Key responsibilities include managing fraud referral workflows, overseeing quality assurance and SAR-related review processes, monitoring operational metrics and service levels, driving continuous improvement initiatives, and partnering with risk and compliance stakeholders to identify and mitigate operational risks. The role also provides leadership through coaching, employee development, performance management, and strategic execution to support business objectives and enhance customer outcomes. This position is critical to maintaining fraud risk controls, regulatory compliance, operational excellence, and employee engagement while helping the organization protect customers and deliver strong business results.

Responsible for:

• Fraud referral intake and processing oversight.
• SAR quality control and pre-filing reviews.
• Enterprise SLA adherence.
• Regulatory compliance and timely SAR filing.
• Operational performance management.
• Employee coaching, development, and engagement.
• Cross-functional partnerships with AML, FCC, Operations, and Technology teams.

Regulatory and Compliance Risk

The role provides oversight for SAR timeliness reviews, SAR filing compliance, quality reviews, FCC defect management, and No-SAR review processes. Failure to adequately oversee these functions may increase the risk of regulatory findings, missed deadlines, quality defects, and compliance exposure.

Operational Risk

The manager is responsible for ensuring referral queues, case creation processes, supporting documentation uploads, exception payments, manager review queues, and case closures are completed within prescribed timeframes (SLA’s).

Employee Engagement and Retention Risk

This position plays a significant role in coaching, performance management, career development, engagement action planning, and talent reviews.

Strategic and Continuous Improvement Risk

The manager is expected to identify efficiency opportunities, drive process improvements, partner with IT on reporting solutions, and develop self-service operational dashboards.

Reports to Director - Business Line Risk Fraud.

The Work Itself

Ensure 'best in class' fraud processes, infrastructure and tools are utilized to accurately identify and manage fraud risk. Ensure staff is trained in the policies, procedures, workflows and regulations relative to the quality assurance and SAR-related review processes and appropriately performs a series of reviews utilizing various tools and reporting to ensure service levels are met. Ensure effective scheduling and deployment of resources in a fast-paced, high volume, ever-changing environment to ensure service delivery standards are maintained. Identify process improvement opportunities to enhance the effectiveness of the department in mitigating risks and servicing customers. Collaborate with business stakeholders and matrix partners, including EFSI, underwriting, servicing, compliance and AML functions to support initiatives and implement fraud strategies. Develop and present periodic statistical and status reports to leadership and partners. Represent business line fraud on committees and conference calls, providing subject matter expertise. Work closely with leaders, legal staff and the IT team to determine root-cause solutions and system change requirements including testing and production validation in CMX and Advantage.

Build fraud awareness, education and alert notification processes. Ensure global standards, policies and 'best practices' are being utilized effectively.

The Qualifications We’re Looking For

Bachelor's degree in related field preferred, master’s degree is recommended. Fraud credentials preferred (CFE/CFCI) Strong ability to cultivate a network within the company and build rapport with clients and senior management. People management is strongly preferred Can crisply articulate areas of focus and has proven ability to manage in new and increasingly more complex situations. Action oriented, stays composed and focused under stress. Comfortable with ambiguity and change. Has sufficient knowledge of the business/industry to be seen as a leader within the company and have credibility with management. Ability to solve problems ranging ensuring rigorous analysis, logic and method are employed. Excellent oral and written communication skills. Ability to propose, develop and execute strategic and tactical plans aligned the line of business priorities. Ability to identify process improvement, monitor effectiveness and efficiencies, execute on change management, and influence in a matrix environment. Working knowledge of current fraud techniques and/or systems Management experience and the demonstrated capability for leading and motivating staff Individual must be an effective change agent with highly developed problem-resolution skills. Experience analyzing multiple streams of data to assess results, draw conclusions, identify opportunities and take actions. Proficiency with MS Office required (advanced levels of Excel preferred).

Minimum Qualifications

7+ years of relevant experience or equivalent combination of education and 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 $90,000.00 - $150,000.00

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

We all work better as allies. Join a team that thrives on doing it right - whether we're helping people live their best financial lives or helping each other grow in our careers. We're a leading financial services company serving over 11M customers through banking, auto financing, insurance and investment services. Our team's approach of celebrating differences and lifting each other up is consistently recognized on Fortune's 100 Best Companies to Work For list. Here, you'll find people who care about doing work that matters and making an impact in the communities we serve. Good enough is never enough for us - we're always looking for ways to be better, together.

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