Supervisor - Customer Care Job at Ally Financial
General information
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
- Lead and inspire a team of Bank Internal Customer Care Specialists to deliver a world-class experience for our Customers with a high level of quality and efficiency. Provide hands-on support for Specialists and handle escalated calls in order to make sure we serve every Customer interaction to the best of Ally's ability. Provide development, motivation, and recognition of Specialists that result in a committed team. Create an environment of high performance among associates by ensuring a presence of trust, goal alignment and peer support.
The Work Itself
- Partner closely with Human Resources and Recruiting to identify, recruit, hire, and develop Specialists.
- Help define and develop business processes with existing Bank Customer Care vendor and internal partners.
- Establish Specialist objectives.
- Prepare and present regular business performance reviews.
- Deliver Operational Objectives Closely supervise, support, and empower team of Specialists to serve Ally's Customers.
- Handle escalated calls from Specialists.
- Meet and exceed targets for service level, quality, customer satisfaction, and process excellence.
- Develop and maintain thorough knowledge of policies and procedures.
- Provide daily direction and communication to Specialists to achieve operational objectives.
- Develop and coach Specialists.
- Provide performance feedback on a regular basis to each team member.
- Write and administer performance reviews.
The Skills You Bring
- 1+ years of experience in contact centers, preferably in consumer banking.
- Prior supervisory experience needed
- Bachelor's degree in business-related discipline preferred.
- Passion for delivering an exceptional experience to Ally Customers.
- Commitment to teamwork, resolving conflicts productively, and developing long-term relationships.
- Strong work ethic and sense of urgency to complete objectives.
- Broad knowledge consumer finance.
- Strong managerial, and decision-making skills.
- Ability to create an environment which motivates a diverse group of staff members.
- Good conflict resolution and negotiation skills.
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.
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.
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