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As a Senior Representative Account Revisions-Finance, you’ll be at the heart of our customer experience, connecting with customers over the phone to resolve title concerns, auto and lease contract changes, and affidavits. Every conversation is a chance to showcase your problem-solving skills and create meaningful partnerships with our customers. In this dynamic role, you’ll dive into researching payments, analyzing documents, and managing account revisions, all while delivering Ally’s commitment to a premier auto-finance servicing experience. You’ll play a key part in executing our strategic vision, ensuring every interaction is seamless, high-quality, and leaves a positive impression—whether you’re working with consumers, dealers, or your peers. If you thrive in a collaborative environment and are excited to make a real impact, we invite you to join our team and help us set the standard for excellence in auto-finance servicing!
Responsibilities
Ensure processes are done thoroughly, accurately and per documented procedures in accordance with legal/policy requirements.
Accurately update systems of record and databases
Strive for first contact resolution.
Complete transfer of ownership documentation for contractual obligation
Look for means of improving as well as promoting low effort customer experience in line with all quality and compliance standards.
Maintain strict confidentiality with customer, employee, and company information.
Immediately implement and maintain control when procedural changes are presented.
Assists with training and coaching of new team members.
Assists others within department - leading departmental projects or activities including facilitation of team meetings/huddles.
Acts independently and handle most complex customer service related situations, including escalated customer calls.
Involves management of process gaps, customer issues and proposed resolutions.
Take lead on projects and builds collaboration with other business units.
Offers and supports the implementation of solutions/process improvement suggestions/process changes.
Prioritize workload in order of importance to enable self and team to meet established objectives and deadlines and propose strategic actions.
Actively participate in meetings and process review sessions by providing insight/Subject Matter Expertise (SME) knowledge.
Manage Liable Parties on Auto contracts through retail assumptions, co-buyer to guarantor, or transfer of lease obligation
Follow Customer Identification Program (CIP procedures) as required by BSA/AML
Complete back office administration tasks in relation to Recoveries/ Account Revisions
Requirements
0+ years of experience
High school Diploma or GED equivalent
Strong understanding and usage of Advantage
Spanish speaking a plus
Capable of prioritizing workload to meet deadlines and established objectives.
Ability to accurately follow documented procedures and update systems of record without errors.
Capable of handling customer interactions professionally, including resolving issues on the first contact and managing escalated calls.
Demonstrated understanding of the importance of maintaining strict confidentiality with sensitive customer, employee, and company information.
Willingness and ability to quickly learn and implement new procedures or process changes.
Willing to assist and support team members, participate in meetings, and contribute to group projects or activities.
Ability to identify process gaps, propose solutions, and support process improvements.
Comfortable updating databases, managing documentation, and completing administrative tasks using standard office software.
Understanding of the need to follow legal, policy, and compliance requirements (such as Customer Identification Program procedures).
Benefits
Market-competitive base pay
Pay-for-performance incentives (bonuses)
20 paid time off days
11 paid holidays
8 hours of volunteer time off yearly
Industry-leading 401K retirement savings plan with matching and company contributions
Student loan pay downs
529 educational save up assistance programs
Tuition reimbursement
Employee stock purchase plan
Financial learning center and financial coach access
Flexible health and insurance options including medical, dental and vision
Employee, spouse and child life insurance
Short- and long-term disability
Pre-tax Health Savings Account with employer contributions
