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General information

**Ref #** 20930

**Remote?** No

Ally and Your Career

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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

As a Customer Care Supervisor, you will be responsible for overseeing the daily operations of our customer care team, with a specific focus on the insurance repair check and remote deposit process. While working in a secure mailroom environment, you will ensure that our customers receive prompt, professional, and efficient service. You will also be responsible for training and mentoring customer care representatives, handling escalated customer issues, and implementing strategies to improve overall customer satisfaction.

Ally Work location for this role is: Jacksonville, FL

This role requires an average of five (5) days a week in the office, shift: 8am to 5pm EST

The Work Itself

* Supervise and support a team of customer care representatives.

* Monitor and evaluate the performance of the customer care team.

* Handle escalated customer inquiries and complaints in a professional and timely manner.

* Develop and implement customer service policies and procedures.

* Train and mentor new and existing customer care representatives.

* Oversee the insurance repair check and remote deposit process.

* Analyze customer feedback and identify areas for improvement.

* Collaborate with other departments to resolve customer issues and improve service quality.

* Prepare and present regular reports on customer care performance and metrics.

* Facilitate meetings/discussions in a group/team setting.

* Monitor operational metrics, observe trends, and make process improvement recommendations.

* Identify process improvement opportunities and partner with stakeholders across business units to develop effective improvement plans and establish stronger partnerships.

* Recommend and encourage employees to seek innovative improvements to processes to improve team performance and effectiveness.

* Ensure employees have appropriate training and other resources to perform their job tasks/functions.

* Participate in workforce management; involved in employee scheduling, internal employee rotations/cross-training efforts, and performance management.

* Maintain knowledge of policies and procedures to research/handle escalated/complex issues and to accurately respond to employees, dealers, and customers' inquiries.

* Audit work output to ensure accuracy and compliance

* Additional tasks as assigned

The Skills You Bring

* 1+ year of customer service experience required

* Leadership experience preferred, not required

* Proven experience as a Customer Care Supervisor or in a similar supervisory role.

* Excellent communication and interpersonal skills.

* Strong problem-solving abilities and a customer-focused mindset.

* Ability to lead, motivate, and develop a team.

* Proficiency in customer service software and tools.

* Strong organizational and time management skills.

* Ability to handle stressful situations and remain calm under pressure.

* Strong work ethic and sense of urgency to complete objectives.

* Project management skills, strong leadership skills, and excellent communication skills (oral and written).

* Ability to create an environment which motivates a diverse group of staff members.

* High school diploma or equivalent required

How We'll Have Your Back

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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 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.

Where permitted by applicable law, must have received or be willing to receive the COVID-19 vaccine by date of hire to be considered, if not currently employed by Ally.

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.

_Base Pay Range:_

An individual's position in the range is determined by 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.

**Emerging:** 55000

**Experienced:** 67500

**Expert:** 80000

Incentive Compensation: This position is eligible to participate in our annual incentive plan