Consultant – Customer Care (Credit Bureau)

• Demonstrates eagerness to acquire necessary technical knowledge, skills, and judgment to accomplish a result or to serve a customer's needs effectively. Has desire and drive to acquire knowledge and skills necessary to perform job more effectively.

• Produces results or provides service that meets or exceeds internal and external customer standards.
• Thoroughness in accomplishing a task through concern for all the areas involved, no matter how small. Monitors and checks work or information and plans and organizes time and resources efficiently.

• Thinks carefully about the likely effects on others of one's words, actions, appearance, and mode of behavior. Selects the words or actions most likely to have the desired effect on the individual or group in question.
• Demonstrates a high level of dependability in all aspects of the job.

• Demonstrates strong commitment to meeting the needs of customers, colleagues and leaders striving to ensure their full satisfaction.
• Changes behavioral style or method of approach when necessary to achieve a goal; adjusts style as appropriate to the needs of the situation. Responds to change with a positive attitude and a willingness to learn new ways to accomplish work activities and objectives.

• No inbound calls are received.
• Hybrid work schedule - 3 days in office and 2 days at home
• Flexible work schedules if you can work independently.
• Fast paced and diverse team environment.
• Work weekends and overtime as necessary to meet business needs.
• Investigate and respond to credit bureau disputes expeditiously, thoroughly, accurately and per legal/process requirements.
• Accurately update systems and databases with status details and other information relating to customer concern or need.
• Meet or exceed all assigned operational, customer-experience metrics, and objectives on a consistent basis.
• Navigate multiple computer systems and appropriately engage other departments to resolve customers' credit bureau disputes.
• Mitigate risk by exercising judgement; look beyond the obvious and escalate unusual account situations for further investigation.
• Look for means of improving as well as promoting low effort customer experience in line with all quality and compliance standards.
• Actively participate in one-on-one coaching sessions with supervisor.
• Maintain strict confidentiality with customer, employee, and company information.

• Entry Level.
• High School diploma or equivalent required - associate or bachelor's degree in business-related discipline preferred.
• Prior experience in customer service, financial services or similar industry preferred.
• Above average computer knowledge and technical skills; adept at using search tools, browsers, email features, attaching files to correspondence, utilizing tracking tools, familiarity of CRM solutions, proficient knowledge of Excel, navigation of databases and web based applications and workflow tools, and intermediate knowledge of Microsoft Outlook.
• Proficient verbal communication skills; fast and correct typing and the ability to create grammatically correct responses/comments without spelling errors.
• Strong attention to detail and ability to analyze account level data/information while investigating and accurately responding to credit bureau disputes and customer requests.
• Demonstrate flexibility and remain open to work in an environment that experiences ongoing change.
• Ability to resolve conflicts productively and develop long-term working relationships.
• Bring a strong work ethic and sense of urgency to meet established team goals.
• Demonstrate initiative and accountability.

• 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 save up 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 vision, employee, spouse and child life insurance, short- and long-term disability, pre-tax Health Savings Account with employer contributions, Healthcare FSA, critical illness, accident & hospital indemnity insurance, 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 assistance as well as paid parental and caregiver leave, Dependent Day Care FSA back-up child and adult/elder care days and childcare discounts.
• Work-Life Integration: other benefits including Mentally Fit Employee Assistance Program, subsidized and discounted Weight Watchers® program and other employee discount programs.
• Other compensations: depending on the role for which you are considered, you may be eligible for travel allowances, relocation assistance, a signing bonus and/or equity.
• To view more detailed information about Ally's Total Rewards, please visit this link: https://www.ally.com/content/dam/pdf/corporate/ally-total-rewards-snapshot.pdf

Ally Financial