Customer Solutions Representative - Collector - Jacksonville, FL

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?

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.

Are you experienced in customer service and interested in helping customers reach financial well‑being? As a Customer Solutions Representative you will proactively make outbound calls as well as handle inbound calls to efficiently assist customers with their auto loan accounts, providing exceptional service while resolving payment issues in a professional, empathetic, and highly productive manner.

• Compensation: $23.00/hr. + monthly incentives
• Training class starts:
  May 4, 2026

Work schedule after training:

• 8am‑5pm EST or 7am‑4pm CST, Monday through Friday
• 12pm‑9pm EST or 11am‑8pm CST, one day per week
• 8am‑12pm EST or 7am‑11am CST, one Saturday per month

• Make outbound phone calls and handle incoming calls to meet required performance standards and metrics.
• Contact Ally auto‑loan customers regarding late or missed payments.
• Understand reasons for delinquency and negotiate payment arrangements.
• Respond to customer inquiries via phone, workflow systems, and email.
• Research and resolve account discrepancies.
• Document all interactions clearly and accurately.
• Maintain professionalism and accuracy while managing accounts.
• Meet performance standards for call volume, delinquency, and customer satisfaction.
• Identify and recommend solutions to avoid repossession losses.
• Use computerized systems for tracking and troubleshooting.
• Maintain strict confidentiality of customer information.
• Adhere to all state and federal laws in the handling of accounts.

• 0+ years of experience
• High school diploma or GED equivalent required.

• Experience in financial services or a related industry preferred.
• Associate or bachelor’s degree in business or related field may be used in lieu of experience.
• Excellent listening, verbal, and written communication skills.
• Bilingual (Spanish/English) skills are a plus.
• Strong attention to detail and professional phone etiquette.
• Sales, negotiation, and skip tracing skills preferred.
• Proficiency with Microsoft Windows and internet‑based applications required.
• Ability to multi‑task and meet key performance metrics.
• Strong ability to identify potential loss situations and make appropriate recommendations to mitigate loss, with an aptness to elevate unique collections cases to management.
• Ability to work flexible hours, including weekends, holidays, and overtime as needed.

• 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 contributions, student loan pay‑downs and 529 educational savings assistance programs, tuition reimbursement, employee stock purchase plan, and financial learning center and financial coach access.
• Supporting your Health & Well‑being: flexible health and insurance options including medical, dental and…