Customer Care Consultant - PIF; in Team

Customer Care Consultant - PIF (Paid in Full Team)

Join to apply for the Customer Care Consultant - PIF (Paid in Full Team) role at Ally

Ally Financial only succeeds when its people do – We see our people as people with interests, families, friends, dreams, and causes that matter. We focus on health, safety, work‑life balance, diversity and inclusion, and offer generous benefits and learning paths that encourage professional growth.

Work Schedule:

hybrid – expected 3 days office and 2 days remote. All work requirements are subject to change at any time.

The Associate role assists Customer Care in answering or making calls to deliver a personalized service to our customers. The primary focus will be on customer and/or dealer inquiries, transaction processing, customer file maintenance, reconciliations, and a range of complex research and daily operational tasks.

• Work with external and internal customers in a high‑volume environment to resolve requests through phone, email, and/or written correspondence.
• Deliver world‑class customer experiences by establishing rapport and presenting positive, friendly interactions while striving for a one‑call resolution.
• Ensure processes are done thoroughly, accurately, and adhere to policy and procedure.
• Display urgency in handling a variety of tasks while meeting required service levels, established turnaround times (TAT), and volume requirements.
• Accurately update systems of record with status details and other information related to customer requests.
• Navigate multiple computer systems to complete in‑depth account analysis, research, and handle monetary transactions.
• Mitigate risk by looking beyond the obvious for information or behaviors that may warrant investigation and/or escalation.
• Exercise judgment to research and solve operational problems where the answer is not apparent.
• Proactively identify and recommend solutions to improve existing policies, procedures, and business processes.
• Maintain strict confidentiality with customer, employee, and company information.
• Perform other ad‑hoc tasks as assigned.

• High School Diploma or equivalent required.
• Prior experience in customer service, financial services, or a similar industry.
• Prior phone handling experience preferred.
• A passion for providing excellent customer service.
• Ability to manage workflow and adapt to changing conditions on business objectives and priorities.
• Demonstrated ability to adapt and respond to diverse types of personalities.
• Strong communication skills in both written and verbal, and ability to foster strong working relationships.
• Ability to identify and diffuse escalated situations with tact and diplomacy.
• High attention to detail, sound judgment, and analytical ability to develop logical solutions.
• Above average computer knowledge and technical skills; adept at using multiple software products including CRM (Salesforce) and Microsoft Office.
• Demonstrates a high degree of personal accountability, passion, and execution.
• High energy and positive “can‑do” attitude.
• Hybrid role with 3 days in office and 2 days remote.

• Time Away: 20 paid time off days (prorated for start date) plus 11 paid holidays and 8 hours of volunteer time off yearly.
• Planning for the Future: 401(k) retirement plan with matching, student‑loan pay‑down assistance, 529 education savings, tuition reimbursement, employee stock purchase plan, and financial learning center.
• Health & Wellness:
  Flexible health and insurance options, medical, dental and vision, life insurance, short‑ and long‑term disability, Health S‑HSA with employer contributions, Healthcare FSA, critical illness, accident & hospital indemnity, and well‑being program.
• Family:
  Adoption, fertility assistance, paid parental and caregiver leave, dependent day‑care FSA and childcare discounts.
• Work‑Life Integration:
  Employee Assistance Program, subsidized Weight Watchers® program, and employee discount programs.
• Other compensation: travel allowances, relocation assistance, signing bonus and/or equity (role dependent).

Ally is an equal opportunity employer committed to diversity and inclusion. 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 protected reason.

We are committed to providing reasonable accommodation to applicants with physical or mental disabilities. For accommodation requests, email  Ally will not discriminate against any qualified individual who is capable of performing the essential functions of the job with or without reasonable accommodation.

$48,880 – $59,488 USD

This position is eligible to participate in our annual incentive plan.