Skip to content

General information

Career area
Loan Administration/Operations
Work Location(s)
2911 Lake Vista Drive, Lewisville, TX
Ref #
Posted Date
Wednesday, August 3, 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

RCAT = Recovery Customer Advocacy Team

Direct reports 8-10
Hybrid schedule – M & F (WFH) with T, W, TH (WFO) 8-5PM
*Financial services background, preferably in Auto
*Passionate about customer experience
*People and process management rock star
*Excel and PowerPoint skills a must
*Critical thinker & problem solver

If you enjoy leading teams and opportunities to problem-solve, then this is the right opportunity for you! You'll be helping our customers while working with close-knit teams. Every call is an opportunity for you to use your customer service and relationship building skills to develop your teams to maintain excellent services for our Ally customers. You 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 team grow, develop and succeed. As a team leader, you'll spend your day assisting and guiding your team, coaching and developing your talent all while driving business results through your team. Every day is an opportunity for you to help your team members better serve our customers. Visit to learn more.

Leads and develops a centralized operation composed of Specialist and other clerical support staff to efficiently perform accurate and complex functions for clients' and customers involving the handling and processing of accounts involved in Post Charge Off, Total Loss, Legal and other duties as required. Oversees the operation of computerized systems and the recording of required information. At times may entail proactive, independent account research and assists other departments with resolution of customer concerns. This position works collaboratively with other departments across value streams to ensure that customer needs are fulfilled, site metrics and business needs are met. Provides development, motivation, and recognition for subordinate staff. Likely involved in recruitment, workforce planning, and performance management. Coordinates and or leads projects and functions. Ensures compliance with Company Policies and Procedures as well as related Regulatory requirements.

The Work Itself

  • Prioritize, coach, develop and provide daily direction and communication to employees. Independently addresses and resolves complex customer and employee questions/issues.
  • Create, analyze, and monitor work performance through reports and software.
  • Ensure timekeeping and other HR Portal functions are accurate. Monitors policy and procedure compliance and abides by the Code of Conduct and Ethics.
  • Recommends and encourages employees to seek innovative improvements to processes in order to improve team performance and effectiveness through a customer and business first lens.
  • Provides development, performance management, and constructive coaching on a regular basis.
  • Skilled in multiple disciplines within the business
  • Maintain strict confidentiality with customer, employee, and company information.
  • Enhances organization reputation by accepting ownership for accomplishing new and different requests.
  • Keep current with client developments affecting customer service and with company policies by reading daily updates. Effectively and accurately communicates same to subordinate staff.
  • Find innovative solutions to more complex or difficult issues with minimal escalation to higher level call center service staff.

The Skills You Bring

  • HS diploma or equivalent required.
  • Associate / Bachelor's degree in business related discipline preferred. Education may be used as a proxy for experience.
  • 3 + years experience in the Collections and/or Financial industries required;
  • 3 + years Supervisory/Leadership experience preferred.
  • Associate / Bachelor's degree in business related discipline preferred. Education may be used as a proxy for experience.
  • Product knowledge
  • Strong verbal - written communication
  • Strong analytical skills and ability to use judgment to make supportable recommendations
  • Strong negotiation and conflict resolution skills
  • Discretion and confidentiality
  • Ability to multitask
  • Familiar with company policies - procedures
  • Attention to detail
  • Business Process Mapping certification preferred
  • Lean Six Sigma Certification preferred
  • Professional phone etiquette

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.

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.