Remote
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?
Work Schedule: Ally designates roles as (1) fully on-site, (2) hybrid, or (3) fully remote. Hybrid roles are generally expected to be in the office a certain number of days per week as indicated by your manager. Your hiring manager will discuss this role's specific work requirements with you during the hiring process. All work requirements are subject to change at any time based on leader discretion and/or business need.
The Opportunity
Join our energetic Parking Tickets and Tolls team as a Customer Care Associate! In this role, you’ll deliver exceptional, personalized service while expertly researching and resolving complex ticket and toll cases. You’ll handle customer and dealer inquiries, process transactions, maintain customer files, perform reconciliations, and tackle a variety of daily operational tasks. Thrive in our fast-paced, collaborative environment, where your contributions are valued and your growth is supported. We’re committed to investing in your career, offering exciting opportunities for advancement and development.
Ally Work Locations for this role are: Jacksonville, FL only
The Work Itself
- Resolve customer requests from internal and external clients in a high-volume environment via phone, email, and written correspondence.
- Deliver world-class customer experiences by establishing rapport, presenting positive interactions, and striving for one-call resolution.
- Ensure all processes are completed thoroughly, accurately, and in compliance with policies, procedures, and legal requirements.
- Demonstrate urgency and efficiency in handling tasks while meeting service levels, turnaround times, and volume requirements.
- Navigate multiple computer systems to conduct account analysis, research, and process monetary transactions.
- Mitigate risk by identifying information or behaviors that may require investigation or escalation.
- Exercise judgment to research and resolve operational problems, including complex issues.
- Proactively recommend solutions to improve policies, procedures, and business processes to meet evolving business and customer needs.
- Maintain strict confidentiality of customer, employee, and company information.
- Accurately update systems and databases with relevant status details and information.
- Implement and maintain control when procedural changes are introduced.
- Assist with training and coaching new team members.
- Support departmental projects and activities.
- Perform other ad-hoc tasks as assigned.
The Skills You Bring
- High school diploma or equivalent
- Experience in customer service, financial services, or related field
- Phone handling experience preferred
- Strong passion for customer service
- Ability to manage workflow and adapt to changing priorities
- Independent, critical thinker with problem-solving skills
- Flexible in working with diverse personalities
- Excellent written and verbal communication skills; able to build strong relationships
- Skilled at diffusing escalated situations with tact
- Detail-oriented with sound judgment and analytical skills
- Proficient in multiple software programs, including CRM (Salesforce) and Microsoft Office
- High personal accountability and execution
- Energetic, positive attitude
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. Our Total Rewards program includes industry-leading compensation and benefits plus additional incentives that are designed to meet your needs and those of your family so you can get the most out of your career and your life, including:
- Time Away: Program starts at 20 paid time off days in addition to 11 paid holidays and 8 hours of volunteer time off yearly (time off days are prorated based on start date and program varies based on full or part-time status and management level).
- 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 pay downs and 529 educational save up assistance programs, tuition reimbursement, employee stock purchase plan, and financial learning center and financial coach access.
- Supporting your Health & Well-being: 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, Healthcare FSA, critical illness, accident & hospital indemnity insurance, 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 assistance as well as paid parental and caregiver leave, Dependent Day Care FSA back-up child and adult/elder care days and childcare discounts.
- Work-Life Integration: other benefits including Mentally Fit Employee Assistance Program, subsidized and discounted Weight Watchers® program and other employee discount programs.
- Other compensations: depending on the role for which you are considered, you may be eligible for travel allowances, relocation assistance, a signing bonus and/or equity.
- To view more detailed information about Ally’s Total Rewards, please visit this link: https://www.ally.com/content/dam/pdf/corporate/ally-total-rewards-snapshot.pdf
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.
We are committed to working with and providing reasonable accommodation to applicants with physical or mental disabilities. For accommodation requests, email us at hrpolicy@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.
Base Pay Range: $47840 - $54080 USD
An individual's position in the range is determined by the specific role, the scope and responsibilities of the role, work experience, education, certification(s), training, and additional qualifications. We review internal pay, the competitive market, and business environment prior to extending an offer.
