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Job Information

Ally Operations Support Lead in Shoreview, Minnesota

Position Description

Support Bank Internal Customer Care objectives and partner with management to deliver a world-class experience for our Customers with a high level of quality and efficiency. Provide hands-on support and handle escalated calls in order to make sure we serve every Customer interaction to the best of Ally's ability. In this newly created department, Ally Premier, you will deliver a world-class experience for Ally's customers during every interaction. You'll help the site provide personalized customer service of the highest level by establishing rapport and presenting a positive, friendly attitude.

Job Responsibilities

  • Partner closely with management for setup and onboarding of new associates for the site, including testing of new phones, computers, and system accessibly

  • Help define and develop business processes with existing Bank Customer Care vendors and internal partners

  • Help management prepare daily business reports

  • Recommend procedural updates and enhancements to enhance the Premier customer experience

  • Meet and exceed targets for service level, quality, customer satisfaction, and process excellence

  • Work with Quality Department to understand defect trends and site opportunities

  • Issue site-wide procedural reminders

  • Develop and maintain a strong sense of community and collaboration where staff work together to serve Ally's Customers, meet Ally's business objectives, and help each other grow

  • Partner with workforce management and leadership to ensure daily Service Level objectives are met by monitoring real time Call and Chat performance

  • Provide reporting to management and communicate operational performance and conditions

  • Proactively seek out ways to develop and foster relationships and support site objectives

  • Partner on joint improvement and remediation activities in order to solve problems for Customers"

Qualifications

  • Passion for delivering an exceptional experience to Ally Customers

  • Commitment to teamwork, resolving conflicts productively, and developing long-term relationships

  • Strong work ethic and sense of urgency to complete objectives

  • 2+ years of experience in contact centers, preferably in consumer banking

  • Broad knowledge consumer banking, preferably servicing checking, debit card, savings, CD, IRA, and trust accounts

  • Strong decision-making skills

  • Ability to create an environment focused on operational excellence

  • Good conflict resolution and negotiation skills

  • High School diploma or equivalent required. Associate or Bachelor's degree in business-related discipline preferred.

  • Less than 10% travel

  • Ability to work evening and weekend shifts

Ally Overview

Ally Financial Inc. (NYSE: ALLY) is a leading digital financial services company and a top 25 U.S. financial holding company offering financial products for consumers, businesses, automotive dealers and corporate clients. Ally's legacy dates back to 1919, and the company was redesigned in 2009 with a distinctive brand, innovative approach and relentless focus on its customers. Ally has an award-winning online bank (member FDIC), one of the largest full service auto finance operations in the country, a complementary auto-focused insurance business, a growing digital wealth management and online brokerage platform, and a trusted corporate finance business offering capital for equity sponsors and middle-market companies.

Business Unit/Enterprise Function

Ally Bank is a direct bank in the U.S. that offers a straightforward approach to banking with no minimum deposit required to open an account, no monthly maintenance fees and 24/7 live customer care. A subsidiary of Ally Financial Inc. and member FDIC, the bank offers online savings, interest checking, money market accounts, certificates, and IRA Plans and products. Ally Bank has been named "Best Online Bank" for five of the past seven years by MONEY® Magazine.

Total Rewards Information

Ally's compensation program offers market-competitive base pay and pay-for-performance incentives (bonuses) based on achieving personal and company goals. Plus, we have a flexible paid-time-off program including time off for volunteer opportunities. Ally's Total Rewards Program is designed to enrich your life at work -- and outside of it and includes:

  • Industry-leading 401K retirement savings plan with matching and company contributions

  • Wellness program encouraging healthy living with financial rewards

  • Flexible health insurance options including dental and vision

  • Pre-tax Health Savings Account with generous employer contributions

  • Pre-tax commuter benefits

  • Other work-life integration benefits including parental and caregiver leave, adoption assistance, backup child and adult/elder day care program, child care discounts, tuition reimbursement, LifeMatters® Employee Assistance Program, subsidized and discounted Weight Watchers® program and other employee discount programs

Ally is an Equal Opportunity Employer

We extend equal employment opportunities to qualified applicants and employees on an equal basis regardless of an individual's 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.

Job Title: Operations Support Lead

Company: Ally Financial Inc.

Category: Customer Care

BU Function: Ally Bank

Experience Level: Experienced

Requisition ID: 19-7067

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