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General information

**Ref #** 21222

**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

Join the Workout Team and make a real impact by helping customers facing long-term financial hardship. You’ll collaborate with other Ally departments and work directly with customers to offer solutions—like loan modifications—that can help them keep their vehicles and avoid costly repossessions. By providing these programs, you’ll help prevent financial losses for Ally and reduce customer liability. As a Workout Team Specialist, you’ll navigate a fast-paced, highly regulated environment, carefully assessing eligibility and negotiating new terms to best support our customers. You’ll also coordinate with third parties to manage voluntary vehicle surrenders, ensuring all details are handled efficiently. This is an exciting opportunity to make a difference while developing your expertise in a dynamic, customer-focused team!

Bilingual Spanish required

8AM - 5PM CST work shift

The Work Itself

* Assist customers, dealerships, and authorized parties experiencing financial hardship, providing guidance on account options and voluntary vehicle surrender.

* Clearly explain the impacts of voluntary surrender (e.g., credit bureau, deficiency balance) to help customers make informed decisions.

* Interview customers to identify the best solution, explain modification programs, and review eligibility requirements.

* Evaluate account and customer eligibility for modifications, recommending exceptions to management when necessary.

* De-escalate upset customers and offer alternative solutions when possible.

* Monitor and manage assigned worklists/queues to ensure timely account processing; support other agent queues as needed.

* Negotiate with customers regarding vehicle surrender and settlements, ensuring all required forms and communications are completed.

* Handle special account assignments, including escalated cases and defect accounts.

* Review delinquent accounts to prevent charge-off or termination, ensuring timely documentation and follow-up.

* Manage settlement processes: communicate requirements, follow up with customers/third parties, determine settlement values, and negotiate offers.

* Update and validate customer contact information in accordance with quality control and disclosure requirements.

* Use online tools to verify addresses and other account details.

* Work daily control reports (e.g., PII unmasking, suspense funds, charge-off timing, prior modifications, life/disability insurance refunds, automated quotes, LOC approvals, NSF payments).

* Send and track contract modification documents, ensuring compliance with policies and service level agreements.

* Monitor electronic document systems (e.g., DocuSign) to ensure timely processing and closure of accounts.

The Skills You Bring

* Bilingual in Spanish required

* Experience in financial services

* Empathetic and attentive to customer needs

* Excellent verbal and written communication, listening, and professional phone etiquette

* Strong problem-solving, negotiation, and multitasking skills

* Detail-oriented and able to meet performance metrics

* Collaborative team player

* HS Diploma or equivalent

* Proficient with Microsoft Outlook, Word, and Excel

* Familiarity with internet-based applications

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:** 48880

**Experienced:** 53040

**Expert:** 57200

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