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General information

Career area
Customer Care
Work Location(s)
12850 W. Gran Bay Pkwy, Jacksonville, FL, 2911 Lake Vista Drive, Lewisville, TX
Ref #
Posted Date
Monday, April 18, 2022
Working 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

Reporting to the Manager or Director, the Sr Supervisor – Customer Care is will lead and inspire our Payment Exceptions team(s) and processes in the Customer Care and Loss Mitigation spaces. The Sr Supervisor - Customer Care will be responsible for driving process improvements, monitoring metrics and the performance of the multiple payment processes while providing direction and development to our payments associates. This role will work collaboratively with Ally stakeholders to fulfill consumer needs and ensure corporate objectives and all compliance requirements are met.

The Work Itself

  • Responsible for supervising a team(s) that perform payment application, routine research and analysis to support customer requests and business operations
  • Determine best practices and suggest how to improve current practices and processes and develop recommendations.
  • Deliver operational objectives, develop, support, and empower a team(s) of payments associates to better serve Ally's Customers.
  • Closely supervise, monitor and provide necessary feedback to team members on performance through regular review sessions
  • Adhere to and monitor metrics to measure business performance across the organization.
  • Manage to operational policies and procedures and ensure team adherence.
  • Identify risk and production related improvements being sure to communicate and resolve compliance issues.
  • Utilize problem-solving skills, with timely follow-up which includes prioritizing and effective communication while utilizing strong written and verbal communication.
  • Interact with Ally stakeholders as necessary to the role.
  • Develop, validate, and maintain step-by-step instructions/training materials.
  • Suggest, coordinate, and implement process changes to achieve the greatest efficiency and quality possible.
  • Miscellaneous duties as assigned.

The Skills You Bring

  • 3+ years in customer service or financial services preferred.
  • 2+ years leadership experience preferred.
  • Bachelor's degree in related discipline preferred.
  • Knowledge of project management tools and ability to effectively prioritize tasks.
  • High level of interpersonal skills to effectively work with others.
  • Solid analytical, reasoning, and problem solving skills.
  • Strong oral and written communication skills.
  • Proficiency in Microsoft Office programs (Word, Excel, etc.).

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


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 Ally will not discriminate against any qualified individual who is capable of performing the essential functions of the job with or without reasonable accommodation.