Customer Care Consultant - Parking Tickets and Tolls

Career area Customer Care Work Location(s)12808 Gran Bay Parkway West, FL, 12850 W Gran Bay Pkwy, FL

Work Schedule:

Ally designates roles as (1) fully on-site, (2) hybrid, or (3) fully remote. Hybrid roles are generally expected to be in the office a certain number of days per week as indicated by your manager. Your hiring manager will discuss this role's specific work requirements with you during the hiring process. All work requirements are subject to change at any time based on leader discretion and/or business need.

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
* 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

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

Ally's compensation program offers market-competitive base pay and pay-for-performance incentives (bonuses) based on achieving personal and company goals. Our Total Rewards program includes industry-leading compensation and benefits plus additional incentives that are designed to meet your needs and those of your family so you can get the most out of your career and your life, including:
* ** Time Away:
** Program starts at 20 paid time off days in addition to 11 paid holidays and 8 hours of volunteer time off yearly (time off days are prorated based on start date and program varies based on full or part-time status and management level).
* ** Planning for the Future:
** plan for the near and long term with an industry-leading 401K retirement savings plan with matching and company…