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General information

Career area
Customer Care
Work Location(s)
108 Monticello Road, Weaverville, NC, 12808 Gran Bay Parkway West, Jacksonville, FL, 601 S. Tryon Street, Charlotte, NC
Remote?
No
Ref #
12685
Posted Date
Wednesday, June 1, 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 Customer Care and Experience L&D Team's mission is to help contact center associates to grow, build efficiency, add value and provide excellent service to our customers. The Deposits Customer Care Policies and Procedures Analyst will play a vital role in ensuring associate readiness by writing and maintaining knowledge articles for Ally Deposits Customer Care associates. The knowledge articles in the Salesforce Knowledge Management system are the critical procedures, policies, templates, and talking points that enable associates to meet our business objectives and deliver the world-class Ally experience to our Customers. The ideal candidate will be hardworking, creative, adaptive, flexible, and comfortable in a fast-paced work environment. They will have experience in business writing with demonstrated capability to translate complex business and banking concepts and procedures into easy-to-understand guidance for associates.

The Work Itself

Maintain Deposits Contact Center Knowledge base

  • Coordinate the Knowledge Change Request (KCR) process, and prioritize requests in partnership with stakeholders
  • Develop and maintain strong working relationships with CC internal teammates, partners, and vendors that can provide subject matter expertise and feedback
  • Solicit, triage, and address requests with a sense of urgency
  • Conduct annual article reviews to ensure accuracy and alignment with current business practices

Write Knowledge Articles

  • Interview Subject Matter Experts (SMEs) and compile necessary information
  • Create and modify articles, based on what is needed for associates to meet customer's needs
  • Secure approvals and socialize updates with stakeholders

Voice of Associate and Customer

  • Review feedback from customers and associates for opportunities to improve knowledge articles
  • Participate in Voice of Associate meetings, periodically on-site in contact centers
  • Participate on joint improvement and remediation activities in order to solve problems for Customers
  • Review Knowledge Hunts, ACE error reports and complaint trends to identify areas for opportunity to improve knowledge articles

The Skills You Bring

Required:

  • Strong business writing ability, with capability to translate complex banking concepts into easy-to-understand guidance for associates
  • Demonstrated organizational and time management skills to manage concurrent tasks for self and team
  • Strong work ethic and sense of urgency to complete objectives
  • Demonstrated interpersonal skills, including the ability to develop productive relationships with stakeholders
  • Commitment to teamwork, resolving conflicts productively, and developing long-term relationships
  • Proactive communicator that brings stakeholders together to efficiently make policy and procedure decisions

Preferred:

  • Bachelor's degree, ideally in English or Journalism
  • 1-2 years' experience in deposit contact center
  • 5 years' experience in consumer banking
  • 3 years' experience as a business writer

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.

     

    Where permitted by applicable law, must have received or be willing to receive the COVID-19 vaccine by date of hire to be considered, if not currently employed by Ally.

     

    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.