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General information

Career area
Customer Care
Country
United States
State
North Carolina
City
Charlotte
Remote?
No
Ref #
13313
Posted Date
Wednesday, August 3, 2022
Working time
Full-time

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 live 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 Ally Lending Customer Care Specialist is responsible for assisting our valued clients with process or technical matters related to day-to-day loan processing. The scope of responsibilities includes managing front line service for both our Borrower and Provider customers as well as working claims and handling correspondence management.

The Work Itself

  • Provide outstanding consultative support to Ally Lending’s customers and clients.
  • Ensure sustainable client relationships of trust by thoughtfully responding to client inquiries regarding process or technical matters.
  • Ensure smooth intra-team hand-offs by keeping thorough records of client interactions and inquiry status.
  • Keep clients coming back by proactively reaching out in a timely manner to resolve discrepancies that may cause process delays.
  • Resolve client and customer disputes and escalations in a timely manner.
  • Respond to customer and client inquiries through phone or email correspondence.
  • Mitigate risk by looking beyond the obvious for any information or behavior that may warrant investigation and/or escalation.
  • Contribute to the team's success by doing your part to ensure process and service commitments (SLAs) are met.
  • Actively participate in and/or lead continuous process improvement efforts (e.g., providing input related to User Experience/User Interface improvement efforts).
  • Perform other duties as assigned.

The Skills You Bring

  • Bachelor’s Degree or equitable work experience preferred.
  • Experience in client support or related role.
  • A passion for providing excellent customer service.
  • Excellent written/verbal communication skills and relationship management skills.
  • Demonstrated strong organization skills, attention to detail.
  • Demonstrated ability to deliver high quality results with speed and efficiency.
  • Demonstrated ability to adapt/respond to diverse types of personalities - including ability to handle high-pressure situations and mitigate client escalations.
  • High energy and positive "can-do" attitude.
  • Actively seeks feedback to improve performance.

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. But Ally’s total compensation – or total rewards – extends beyond your paycheck and is designed to support and enrich your personal and professional life, including:


  • Time Away: competitive holiday and flexible paid-time-off, including time off for volunteering and voting.
  • 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 and 529 educational assistance programs, tuition reimbursement, and other financial well-being programs.
  • Supporting your Health & Well-being: flexible health and insurance options including dental and vision, pre-tax Health Savings Account with employer contributions 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 support as well as parental and caregiver leave, back-up child and adult/elder day care program and childcare discounts.
  • Work-Life Integration: other benefits including LifeMatters® Employee Assistance Program, subsidized and discounted Weight Watchers® program and other employee discount programs.

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.


We are committed to working with and providing reasonable accommodation to applicants with physical or mental disabilities. For accommodation requests, email us at work@ally.com. Ally will not discriminate against any qualified individual who is capable of performing the essential functions of the job with or without reasonable accommodation.