Senior Rep - Loss Prevention, Workout Team

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

Benefits offered by this job

Health benefits

401K with match

Tuition reimbursement

Employee stock purchase plan

Paid time off + holidays

Job summary

Ally Financial is seeking a Workout Team Specialist to support customers facing long-term financial hardship. You will assist with voluntary surrender options, negotiate settlements, and explain the impacts of modifications to help customers avoid losses while complying with federal and state laws.

You will interview customers, evaluate eligibility for modifications, de-escalate tense situations, and coordinate with third parties to obtain vehicle location and payoff details.

Qualifications

• Customer Call Center experience preferred
• Spanish bilingual 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
• Proficient with Microsoft Outlook, Word, and Excel
• Familiarity with internet-based applications
• Minimum Qualifications 0+ years of experience
• High school Diploma or GED equivalent

Responsibilities

• Assist customers, dealerships, and authorized parties experiencing financial hardship, providing guidance on account options and voluntary vehicle surrender.
• Explain the impacts of voluntary surrender (credit bureau, deficiency balance) to help customers decide.
• Interview customers to identify best solution and review eligibility for modifications.
• Evaluate eligibility for modifications and recommend exceptions to management.
• De-escalate upset customers and offer alternative solutions.
• Monitor worklists/queues to ensure timely processing; support other queues as needed.
• Negotiate with customers regarding vehicle surrender and settlements, ensure forms are completed.
• Handle special account assignments, including escalated and defect accounts.
• Review delinquent accounts to prevent charge-off or termination, ensure follow-up.
• Manage settlement processes: requirements, follow-ups, determine values, negotiate offers.
• Update and validate customer contact information per quality control and disclosure rules.
• Use online tools to verify addresses and account details.
• Work daily control reports (PII unmasking, suspense funds, etc.).
• Send and track contract modification documents, ensuring compliance with policies.
• Monitor DocuSign to ensure timely processing and closure of accounts.

Skills

Call Center

Bilingual Spanish

Financial services

Empathy

Communication

Negotiation

Multitasking

Detail-oriented

MS Outlook/Word/Excel

Data verification

Education

High school diploma

Tools

DocuSign

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?

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.

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

Benefits & Compensation

• 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 down 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.
• Base Pay Range $48,880.00 - $59,488.00
• Incentive Compensation: This position is eligible to participate in our annual incentive plan.

Company Culture

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.

Equal Opportunity Employer

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.

Accommodation Policy

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.

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.

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