Senior Loss Prevention Representative - Workout Team

General Information Ref # 21869 Remote? No Ally and Your Career At Ally Financial, we believe in supporting our teammates as they pursue their dreams, interests, and commitments. We're focused on fostering a healthy work-life balance alongside diversity and inclusion initiatives. With generous benefits and numerous employee resource groups, we aim to create pathways for professional growth, ensuring your opportunities evolve as you do. The Opportunity Join our dedicated Workout Team and make a significant difference by assisting customers facing long-term financial difficulties. You will work closely with various Ally departments and directly with customers to develop solutions, including loan modifications that help them retain their vehicles and avoid costly repossessions. By offering these essential programs, you will not only help protect Ally's financial interests but also alleviate customer burdens. As a Workout Team Specialist, you will navigate a dynamic and highly regulated environment, thoroughly assessing eligibility and negotiating terms that best support our customers. Work Hours: 8AM - 5PM CST The Work Itself Support customers, dealerships, and authorized representatives experiencing financial hardships, guiding them on account options and voluntary vehicle surrender. Clearly articulate the consequences of voluntary surrender (e.g., credit implications, deficiency balances) to empower customers to make informed decisions. Conduct interviews to ascertain the most suitable solutions, explain modification programs, and verify eligibility criteria. Assess customer accounts and eligibility for modifications, recommending exceptions to management when warranted. Calmly de-escalate upset customers and provide alternative solutions when possible. Manage assigned worklists/queues efficiently to ensure timely processing of accounts; assist with other agent queues as necessary. Negotiate with customers regarding vehicle surrender and settlements, ensuring all documentation and communications are finalized. Handle special account assignments, including escalated cases and defect accounts. Review overdue accounts to prevent charge-off or termination, ensuring prompt documentation and follow-up. Oversee settlement processes: communicating requirements, following up with customers/third parties, determining settlement values, and negotiating offers. Update and validate customer contact information per quality control and disclosure mandates. Utilize online tools to verify addresses and account details. Work daily control reports (e.g., PII unmasking, suspense funds, charge-off timing, prior modifications, life/disability insurance refunds, automated quotes, LOC approvals, NSF payments). Dispatch and monitor contract modification documents to ensure compliance with policies and service level commitments. Supervise electronic document systems (e.g., DocuSign) to ensure timely processing and account closure. The Skills You Bring Experience in customer call center environments is highly desirable. Background in financial services is recommended. Empathetic and attentive to customer needs. Exceptional verbal and written communication skills, alongside professional phone etiquette. Strong problem-solving, negotiation, and multitasking abilities. Detail-oriented with a focus on meeting performance metrics. A collaborative team player. High school diploma or equivalent required. Proficient in Microsoft Outlook, Word, and Excel. Familiar with internet-based applications. How We'll Have Your Back At Ally, we offer competitive base salaries along with pay-for-performance incentives (bonuses) based on personal and company achievements. Our comprehensive total rewards package supports your personal and professional life, which includes: Time Away: generous holiday and flexible paid-time-off, including time off for volunteering and voting. Planning for the Future: an industry-leading 401K retirement savings plan with matching contributions, student loan and 529 educational assistance programs, tuition reimbursement, and other financial wellness initiatives. Supporting your Health & Well-being: flexible health and insurance options including dental and vision, a pre-tax Health Savings Account with employer contributions, and a holistic well-being program that helps you and your family thrive physically, socially, emotionally, and financially. Building a Family: support for adoption, surrogacy, and fertility, parental and caregiver leave, backup childcare, and childcare discounts. Work-Life Integration: other perks like the LifeMatters® Employee Assistance Program, subsidized and discounted Weight Watchers® program, and various employee discount offers. Who We Are: Ally Financial is a leading digital financial services company committed to customer-centricity and providing innovative solutions with a focus on

Created: 2026-03-09