Senior Rep - Loss Prevention, Workout Team

Ally; Lewisville (TX); On-site; USD 49,000 - 59,000; Full time

Benefits offered by this job

Bonuses

Signing bonus

Equity

Total Rewards program

Job summary

Ally is seeking a role on the Workout Team in Texas to assist customers and dealerships facing financial hardship. You will discuss account options, explain modification programs, and review eligibility while handling settlements and voluntary surrender processes.

The role requires empathy, negotiation skills, and the ability to manage multiple tasks with accuracy. You will work with cross-functional teams to monitor progress, update records, and ensure compliance with regulatory requirements.

Qualifications

• Customer Call Center experience highly preferred.
• Bilingual - Spanish desired.
• Experience in financial services recommended.
• Empathetic and attentive to customer needs.
• Excellent verbal and written communication, listening, and professional phone etiquette.
• Strong problem‑solving, negotiation, and multitasking skills.
• Detail-oriented and able to meet performance metrics.
• Collaborative team player.
• HS Diploma or equivalent required.
• Proficient with Microsoft Outlook, Word, and Excel.
• Familiarity with internet‑based applications.

Responsibilities

• Assist customers, dealerships, and authorized parties experiencing financial hardship, providing guidance on account options and voluntary vehicle surrender.
• Clearly explain the impacts of voluntary surrender (e.g., credit bureau, deficiency balance) to help customers make informed decisions.
• Interview customers to identify the best solution, explain modification programs, and review eligibility requirements.
• Evaluate account and customer eligibility for modifications, recommending exceptions to management when necessary.
• De-escalate upset customers and offer alternative solutions when possible.
• Monitor and manage assigned worklists/queues to ensure timely account processing; support other agent queues as needed.
• Negotiate with customers regarding vehicle surrender and settlements, ensuring all required forms and communications are completed.
• Handle special account assignments, including escalated cases and defect accounts.
• Review delinquent accounts to prevent charge-off or termination, ensuring timely documentation and follow-up.
• Manage settlement processes: communicate requirements, follow up with customers/third parties, determine settlement values, and negotiate offers.
• Update and validate customer contact information in accordance with quality control and disclosure requirements.
• Use online tools to verify addresses and other account details.
• Work daily control reports (e.g., PII unmasking, suspense funds, charge-off timing, prior modifications, life/disability insurance refunds, automated quotes, LOC approvals, NSF payments).
• Send and track contract modification documents, ensuring compliance with policies and service level agreements.
• Monitor electronic document systems (e.g., DocuSign) to ensure timely processing and closure of accounts.

Skills

Customer call center

Bilingual Spanish

Financial services

Empathetic

Verbal communication

Written communication

Negotiation

Multitasking

Detail-oriented

Team collaboration

Microsoft Outlook

Microsoft Word

Microsoft Excel

Internet skills

Education

HS Diploma or GED

Tools

Microsoft Outlook

Microsoft Word

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?

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 Workout team works directly with other ally departments and with customers who are requesting financial assistance due to a long-term hardship. The primary tool provided by the Workout Team is a Modification. When a vehicle is returned/recovered and sold at auction a loss is realized. Having programs available to customers to assist them (when possible) and avoid the recovery of the vehicle helps prevent loss to Ally and possible liability of that remaining amount owed to Ally by the customer. As a result, Workout Team agents attempt to avoid losses by offering Modifications to customers wanting to surrender the vehicle. The modification program is a high-risk program that is highly regulated by Federal and State laws. Due to this high-risk, agents must carefully determine which program may meet the customer’s needs and carefully determine eligibility of the account and also of the customer prior to negotiating the new modified terms. In order to process a Voluntary Surrender, the Specialist makes calls to 3rd parties to obtain vehicle location, amounts due to the 3rd party that must be paid prior to the recovery of the vehicle.

The Work Itself

• Assist customers, dealerships, and authorized parties experiencing financial hardship, providing guidance on account options and voluntary vehicle surrender.
• Clearly explain the impacts of voluntary surrender (e.g., credit bureau, deficiency balance) to help customers make informed decisions.
• Interview customers to identify the best solution, explain modification programs, and review eligibility requirements.
• Evaluate account and customer eligibility for modifications, recommending exceptions to management when necessary.
• De-escalate upset customers and offer alternative solutions when possible.
• Monitor and manage assigned worklists/queues to ensure timely account processing; support other agent queues as needed.
• Negotiate with customers regarding vehicle surrender and settlements, ensuring all required forms and communications are completed.
• Handle special account assignments, including escalated cases and defect accounts.
• Review delinquent accounts to prevent charge-off or termination, ensuring timely documentation and follow-up.
• Manage settlement processes: communicate requirements, follow up with customers/third parties, determine settlement values, and negotiate offers.
• Update and validate customer contact information in accordance with quality control and disclosure requirements.
• Use online tools to verify addresses and other account details.
• Work daily control reports (e.g., PII unmasking, suspense funds, charge-off timing, prior modifications, life/disability insurance refunds, automated quotes, LOC approvals, NSF payments).
• Send and track contract modification documents, ensuring compliance with policies and service level agreements.
• Monitor electronic document systems (e.g., DocuSign) to ensure timely processing and closure of accounts.

The Qualifications We’re Looking For

• Customer Call Center experience highly preferred
• Bilingual - Spanish desired
• Experience in financial services recommended
• Empathetic and attentive to customer needs
• Excellent verbal and written communication, listening, and professional phone etiquette
• Strong problem‑solving, negotiation, and multitasking skills
• Detail-oriented and able to meet performance metrics
• Collaborative team player
• HS Diploma or equivalent required
• Proficient with Microsoft Outlook, Word, and Excel
• Familiarity with internet‑based applications

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

$48,880.00 - $59,488.00

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 our annual incentive plan.