Sr. Rep - Loss Prevention, Workout

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 love 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? 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. The Opportunity • Bilingual Spanish preferred • 8AM - 5PM CST work shift The Workout team works directly with other ally departments and with customers who are requesting financial assistance due to a long-term hardship. The primary tool provided by the Workout Team is a Modification. When a vehicle is returned/recovered and sold at auction a loss is realized. Having programs available to customers to assist them (when possible) and avoid the recovery of the vehicle helps prevent loss to Ally and possible liability of that remaining amount owed to Ally by the customer. As a result, Workout Team agents attempt to avoid losses by offering Modifications to customers wanting to surrender the vehicle. The modification program is a high-risk program that is highly regulated by Federal and State laws. Due to this high-risk, agents must carefully determine which program may meet the customer’s needs and carefully determine eligibility of the account and also of the customer prior to negotiating the new modified terms. In order to process a Voluntary Surrender, the Specialist makes calls to 3rd parties to obtain vehicle location, amounts due to the 3rd party that must be paid prior to the recovery of the vehicle. The Work Itself • The Work Itself • Assist customers and other authorized persons who are stressed due to financial hardship situations and calling in for assistance with their Ally auto account. • Assist customers, escalated customer situations, dealerships and authorized persons who are calling in to request to voluntary surrender the vehicle to Ally (less than 15 days past due) and ensure that the customer(s) understand the ramifications with a voluntary surrender (credit bureau impact, possible deficiency balance in the future, etc.) so the customer is able to make an informed decision • Interview/probe customer to identify correct tool - Explain modification program and review requirements with customers to determine if this is best option for their situation • Ensure the account meets the required Modification eligibility policy and guidelines, if escalated or Ally error is identified the agent will evaluate the account and provide a recommendation to management for possible exception. • Ensure the customer meets the required Modification eligibility policy and guidelines, if escalated or Ally error is identified the agent will evaluate the account and provide a recommendation to management for possible exception. • Ensure the modified terms meet the required eligibility policy and guidelines PRIOR to extending the offer to the customer if escalated or Ally error is identified the agent will evaluate the account and provide a recommendation to management for possible exception. • De-escalate customers who are upset with their modification eligibility and assist them in another way (when possible) • Monitor assigned worklist / queue in SHAW or Advantage to ensure accounts are worked, cleared and not delayed from BAU process and work other agent queues when necessary • Negotiate with customer - Provide impacts of surrendering the vehicle (credit bureau, deficiency balance, etc.) ensure required customer contacts are made and repossession voluntary surrender form is sent to all parties as required and ensure the cure letter (when required) is requested, sent and expired prior to proceeding with the repossession action. • Send original documents received to PDP to have placed in the customer/account original document file. Refer to PDP when researching accounts to assist customers or management • Handle Special Account assignments (Escalated Customer Resolution team or defect CRM and AAOS accounts) • Special Delinquent Account Review (preventing charge off and termination of the account while in a WOT process). Ensure proper comments are present and account is worked in a timely manner. • Settlements – Part 1 - provide customer with requirements for the settlement process, follow up with the customer (and authorized 3rd parties) multiple times to ensure information is provided and also accurate. • Settlements – Part 2 – follow up with customer (authorized 3rd party) and provide update on their request. Determine the value of the vehicle and the amount of the offer being made to settle the account, ensure wording in the hardship settlement request letter is adequate and meets required details and any supporting evidence or documentation is included. Verify the amount offered is sufficient according to the situation and the policy and procedure for settlements and if it is not to negotiate with the customer/authorized 3rd party to increase offered amount. When settlement is not an option to call the customer/authorized 3rd party to decline the offer of settlement. • Update contact information (phone number and addresses for customer or co-buyer) in system as needed and in accordance with the QC requirements/va