Supervisor - Loss Prevention

Ally Financial; Jacksonville (FL); Hybrid; USD 55.000 - 95.000; Vollzeit

Benefits dieser Stelle

401K with matching

Tuition reimbursement

Employee stock purchase plan

Paid time off & holidays

Health, dental, vision

Zusammenfassung

Ally Financial seeks a proactive Team Lead to coach and guide a Business Operations team, driving customer excellence and process efficiency. You’ll lead daily communications with employees, suppliers, and leadership while identifying and addressing performance gaps.

You will mentor agents, develop action plans, and manage vendor relationships, ensuring compliant, high-quality service delivery across complex processes.

Qualifikationen

• 4+ years in customer service, Loss Mitigation or financial services industry is preferred.
• Project management skills and strong leadership capabilities.
• Excellent communication skills (oral and written).
• Ability to partner across business units to achieve results.

Aufgaben

• Lead and coach teams to deliver exceptional customer service and optimize processes.
• Provide daily direction to employees, suppliers, and leadership to ensure efficient operations.
• Monitor performance, identify variances, and implement improvement plans.
• Conduct monthly performance reviews and coaching for agents.
• Open and monitor Jira tickets for issues and enhancements.

Kenntnisse

Leadership

Customer service

Communication

Project management

Analytical thinking

Negotiation

Change management

Process improvement

Time management

Conflict resolution

Attention to detail

Ally systems

Industry knowledge

Ausbildung

High school Diploma or GED

Tools

Ally tools

Salesforce

Jobbeschreibung

Ally and Your CareerAlly 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 OpportunityYou will coach and lead your team to help our customers, while working in a fun team environment. You'll go home feeling like you made a difference and watch your process, team and agent’s grow, develop and succeed. As a Team Lead, you'll spend your day assisting and guiding your team, with every day as an opportunity for you to help your team members better serve our customers. Lead and inspire Business Operations employees. Create an environment where all employees are focused on delivering excellence for the people we serve through timely and accurate completion of work, and innovative problem-solving including anticipation of needs. You will be a true owner of a specialty process that is critical to the company. As an owner, you can influence and support change to ensure the maximum efficiency, cost effectiveness and success all while maintaining compliance, legal and risk expectations.The Work ItselfDemonstrate a high level of ethical standards and integrity.Set an example of commitment to the organization for other employees.Lead by exampleProvide daily direct/communication to employees/suppliers/leadership and business partners (IT, Compliance, Legal and Risk) to ensure administrative tasks and functions are performed efficiently.Continuously improving year over year expense results by improving processes, increasing productivity, introducing new technologies, and effectively managing vendor relationships.Provides effective leadership to department employees to improve career development, reduce attrition/absenteeism, improve productivity, and increase employee satisfaction as measured by the annual engagement results.Ensures rigorous quality checks are in place and monitored, control and compliance programs are updated to include an ongoing control/compliance self-assessment process. React quickly when any issue may arise.Maintain knowledge/documentation of policies and procedures in order to research/handle escalated/complex issues and to accurately respond to employees, suppliers, leadership and customers’ inquiries.Monitor and speak to process volume/performance, identify unusual volume fluctuations, variances and process performance deterioration.Develop action plans to reverse negative trends for agents and well as for the process.Recommend and encourage employees/suppliers to seek innovative improvements to processes in order to improve team performance and effectiveness.Ensure employees/suppliers have appropriate training and other resources to perform their job tasks/functions at the level expected and manage up to the expectation or termination when necessary.Provide monthly performance and leadership skill feedback/coaching to agents consistently.Provide monthly process specific performance and action items (when needed) to managementOpen and monitor Jira tickets when issues/defects are identified and changes or enhancements are needed.Provide information for CLP Pep Rally and Monthly Business Review meetings.Establish practice and processes that support departmental standards, site and company policies, procedures, standards and strategic goals/directives.Ability to lead large and complex teams.Respond to and resolve employee relations, if applicable, and performance issues according to established company policies.Write and administer performance reviews and HR documents required for corrective action up to termination.Ability to work and build relationships with multiple external suppliers.Manage fulfillment activities to ensure they are within compliance and legal expectations and identify any gaps in the process that require a better solution (or work around)Coordinate working relationships with leaders in all areas that create inputs for our fulfillment and other processes.The Qualifications We’re Looking For4+ years in customer service, Loss Mitigation or financial services industry is preferred. Prior leadership experience is needed.Project management skills, strong leadership skills and excellent communication skills (oral and written).Ability to effectively partner across business units to achieve targeted results.Represent the organization in a professional manner; demonstrate a high level of ethical standards and integrity.Special skills/abilities/competenciesHighly developed critical thinking skills and analytical capabilitiesAbility to find solid solutions to issues/gaps/defects when neededHigh level of interpersonal and oral/written communication skillsProven leadership and people development skills (preferred)Knowledge of Ally systems (Advantage, Shaw, salesforce, iRepo, etc) (preferred)Strong process management skillsProven ability to manage technology dependent processesAbility to multitaskFamiliar with company policies – procedures (preferred)Attention to detailAbility to effectively coach and developProfessional phone etiquette.Conflict resolution skillsNegotiation skillsIndustry knowledgeChange - time management skillsProcess improvement skillsProficiency in managing a department (preferred)Product knowledgeDecision Making AbilityMinimum Qualifications1+ years of experienceHigh school Diploma or GED equivalentHow We'll Have Your BackAlly'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.pdfWho 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$55,000.00 - $95,000.00An 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.