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General information

**Ref #** 21526

**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 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

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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:** 47840

**Experienced:** 50960

**Expert:** 54080

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