**General information** **Ref #** 18681 **Remote?** No **Ally and Your Career** * 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 an Escalations Associate Analyst 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. **The Work Itself** * Handle and de-escalate complex consumer and/or dealer phone calls on the Consumer Solutions Team (CST) or Dealer Assist Team (DAT). * 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 * Complete assigned consumer and dealer fulfillment with established TAT times * Handle escalated Account Executive and dealer email requests (DAT) * 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 and dealer 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 (obsessing over the customer and dealer) * 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** * 1+ year in customer escalations in call center environment required * Financial Services or Auto Industry experience preferred * Expert knowledge of general/standard office and administrative procedures and methods . * Expert data entry and word processing skills. * 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. * Perform qualitative review of individual situations, identify trends, and make recommendations. * Act as the lead or as a partner with Project Management and Vendor Operations on special assignments as Subject Matter Experts (SME) in areas of expertise **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. 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 work@ally.com. 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:_** **Emerging:** 47840 **Experienced:** 56420 **Expert:** 65000 Incentive Compensation: This position is eligible to participate in our annual incentive plan