Ally Loan Support Associate in Jacksonville, Florida
Clearlane , Ally's online auto financing platform, connects customers with leading auto finance providers to help obtain financing or refinance their vehicles. Our technology delivers fast quotes and wholesale rates from a robust network of national finance providers, and we give personalized help and support throughout the process. The result is to simplify the auto finance experience, empower customers, and make it easy and convenient to get the financing the customer needs.
Ally Auto works directly with dealers nationwide to provide one of the most comprehensive suites of auto financing products and services in the industry. Ally offers new and used vehicle inventory financing, consumer financing, leasing, commercial loans and vehicle remarketing services. As a full-service provider, Ally understands dealer needs and is committed to helping them maximize sales and profitability. With nearly 100 years of industry experience, our employees' expertise allows us to provide our customers with the highest level of service, providing value that helps dealers build brands, better serve customers and stay ahead of the competition. Ally is also a full spectrum auto servicing organization that includes value streams from customer care to remarketing, and many support areas. It is a fast-paced, challenging and collaborative working environment. Our employees are focused on consistently delivering a superior customer experience.
Position Overview: To accurately review applications that are not initially qualified for our group of lenders. To revise said applications, or communicate denial reasons with applicants. To engage with lender personnel in credit and fulfillment capacities to foster Clearlane business objectives.
Duties and Responsibilities:
Ensure tangible scorecard goals, customer service and regulatory compliance standards are met according to enterprise standards.
Oversee every queue within the "Credit Queue" category and ensure that assigned specific queues are worked to expectation to meet department goals.
Maintains the "Pending Credit Review" queue and works diligently with the loan support team to ensure that every file is touched and notated within 8 business hours.
Provide follow-up and resolution for active loan support requests from co-workers within 2 business hours. Will review every request and use proper judgment before executing queries with our lenders.
Communicate with our lenders regarding approval decisions that have not been made within 24 business hours of submission. Works to resolve delays that are sent back from the lender and attempts to properly convey the credit narrative for worthy applicants.
Strategically uses resources to maximize the window of operation for each lender's particular business schedule. Preserves relationships with our lenders representatives.
Advises loan consultants on applications that may still be viable with an alternative lender, but only if original approval terms have changed and are no longer valid. Works to suggest alternate loan structures that meet the customers' needs and lenders' guidelines. Assists with resolving more credit questions or reviewing documentation if direct sales management cannot properly assist. Properly notates any exception or direct action on every file where personally involved.
Cooperates with sales management team to ensure loan consultants are properly trained with common credit issues. Provides management with consistent feedback on future improvements and areas of opportunity.
Shares with management any process inefficiencies and recommends new solutions for proven lender or consumer obstacles seen through daily operation.
Excellent customer service skills.
Experience with credit applications and consumer credit reports preferred.
Experience in consumer loan underwriting (auto, personal loans, credit cards, or home equity) preferred.
Experience within a call center, operations or financial institution preferred.
Strong interpersonal, written, and verbal communication.
Excellent organizational and time management skills with strong attention to detail.
College degree or equivalent combination of education and experience preferred.
Total Rewards Information
Ally's compensation program offers market-competitive base pay and bonus pay potential based on achieving personal and company goals. Plus, we have a flexible paid time-off program with an emphasis on work-life balance.
Ally offers a variety of benefits to protect your health and well-being, provide financial security and balance your work-life needs including:
Industry-leading 401K Retirement Savings Plan including Matching and Company Contributions
Comprehensive wellness program with financial incentives designed to help you achieve your best health
Flexible health insurance options including dental and vision
Pre-tax Health Savings Account with generous employer contributions
Pre-tax dependent care and commuter benefits
Other work-life integration benefits including Paid Parental & Caregiver Leave, Adoption Assistance, Back-up Child & Adult/Elder Care, Child Care Discounts, Tuition Reimbursement, LifeMatters Employee Assistance Program, Weight Watchers and other employee discount programs
Ally is an Equal Opportunity Employer
We extend equal employment opportunities to qualified applicants and employees on an equal basis regardless of an individual's 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.
Job Title: Loan Support Associate
Company: Ally Financial Inc.
BU Function: Auto
Requisition ID: 18-5399