Associate Analyst - Escalations

General information

Ally and Your Career

The Opportunity

As an Escalations Associate Analyst (affectionately known internally as Escalations Supervisor Lead) you will conduct research and provide analyses and solutions to recurring or unusual problems, as well as apply extensive knowledge of policies and procedures to make recommendations for changes to procedures, practices or policies. Responsibilities include performing comprehensive operational functions. Complex work is performed under limited supervision and limited instructions are given for new or more complex assignments. This position will provide appropriate customer service to vendors and adhere to all legal and regulatory requirements. Incumbent is also responsible for working in a team environment focused on building relationships to meet operational needs together.  In this role you will gain a strong skillset to transition into entry level analyst role such as vendor management, business line risk, and access management.  

The Work Itself

• Handle and de-escalate complex consumer phone calls 
• In-depth knowledge of policies and procedures required to identify and provide resolutions to complex or unusual situations 
• Conduct extensive research and provide analysis and solutions to recurring or unusual problems
• Engage multiple departments and value streams to expedite urgent requests   
• Build solid peer-to-peer relationships in a team environment to meet operational needs
• Communicate effectively and clearly with matrix partners to expedite urgent requests for exception processing to meet escalated/urgent consumer requests.
• Responsibilities include performing comprehensive operational functions. Complex work is performed under limited supervision and limited instructions are given for new or more complex assignments.
• Maintain strong commitment and focus on customer satisfaction
• Actively engage with customers, in order to anticipate opportunities and identify solutions
• High degree of problem-solving skills, with timely follow-up and actions
• Strong patience and professionalism, with the unique ability to de-escalate upset and angry consumers - resulting in mitigated reputational risk
• Strong analytical ability, associated with resolving problems/concerns within a process breakdown
• Strong collaboration skills with other departments and value streams, for assistance with resolving customer escalations in a timely manner
• Strong written and verbal communication

The Skills You Bring

• Customer escalations in call center environment required
• Auto Industry experience preferred
• Demonstrated ability to have patience and professionalism, with the unique ability to de-escalate upset and angry consumers - resulting in mitigated reputational risk
• Expert knowledge of general/standard office and administrative procedures and methods
• Extensive knowledge of directly applicable departmental policy or procedure is required.
• Advanced oral and written communication skills sufficient to provide information, greet visitors, answer inquiries, and refer calls.
• Computer skills sufficient to operate on-line system and complex software or develop formulas for moderately sophisticated spreadsheets.
• Ability to exercise judgment to research and solve operational problems where the answer is not apparent.
• Ability to perform qualitative review of individual situations, identify trends, and make recommendations.
• Ability to act as the lead or as a partner with Vendor Operations on special assignments as Subject Matter Experts (SME) in areas of expertise
• HS diploma or equivalent required

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