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Ally Financial Inc.

Mortgage Executive Customer Relations Manager

Ally Financial Inc. - Charlotte, NC

Job Location: Ally, Charlotte, NC, 28230, USA

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**Position Description** Ally Bank Mortgage Executive Customer Relations Manager is responsible for managing the operational and administrative functions for the consumer mortgage complaints and escalations process at Ally Bank to include originations, refinance, modifications, back-office operations, and servicing. This position requires an individual with proven management experience in mortgage customer service and complaint management, as well as a working knowledge of end to end mortgage activities to manage the company's consumer complaints/escalations, ensuring appropriate responses are provided in a timely manner to both consumers and regulatory agencies. The role will also provide third party complaint management oversight and quality control to all complaints sourced through Ally Bank, sub-servicers, and other third party back office providers, ensuring responses provide accurate and timely resolutions in the Ally Bank voice. This role also identifies and reports to the management team significant trends related to mortgage consumer complaints/escalations. This role reports directly to the Executive Customer Relations Director. **Job Responsibilities** Ability to communicate effectively over the telephone/email and establish credibility and trust with a variety of Customers. Plans, manages, and executes process activities for addressing consumer complaints and escalations. Supports LOB transformation initiatives by building-out the Complaint Team staff, operational processes, as well as tracking and reporting processes. Creates complaint response reports, including SLA performance, quality, trends, and corrective actions. Position must collaborate with business units and quality teams to ensure root-cause analysis is incorporated into the corrective action process. Actively oversees timely and accurate customer and regulator responses that require cross-functional support, additional information, or in-depth work to resolve. Drive improvement and enable consistent performance by providing accurate, intuitive reporting and data visualization that can be easily leveraged by operations leaders. Provide thoughtful data analysis, enabling operational leadership to identify performance gaps, process inefficiencies and business growth opportunities. Builds quality sampling process to ensure both Ally Bank's and vendor responses are appropriate with improvement feedback. Works on special projects and other assignments as needed. Sets goals for the team and motivates specialists to accomplish these goals. Provide team members with timely, candid, and constructive performance feedback, and conducts annual performance reviews. (depending on team build-out) **Qualifications** Type of prior related experience: Five to Seven or more years of experience in Mortgage. Minimum of three years of experience in a customer service/complaint management contact center environment Special skills/abilities/competencies required: Working knowledge of applicable Mortgage Regulations and end to end mortgage processes (originations through servicing) Strong analytical capability and intellectual curiosity to seek continuous improvement through data-driven solutions Excellent oral and written communication with strong emphasis on grammar and strong desire to provide an exceptional customer experience Must be confident and highly credible via e-chats, email, over the phone and in person Experience monitoring social media sites including but not limited to, Twitter, Facebook, BankRate, Zillow and LinkedIn Influencing and organizational skills required in order to manage the various stakeholders Able to work in high-pressure environment with strict SLA's and deadlines Ability to multi-task between various projects and use strong analytical skills to think about a range of initiatives on different levels Proven leadership in engaging cross-functional stakeholders while working with urgency Effectively work with co-workers by sharing ideas and a constructive and positive manner Demonstrate excellent interpersonal and communication skills (personal, written and presentation) and work cross-functionally with business and IT staff Demonstrated ability to build effective working relationships with multiple levels of management Experience with Salesforce preferred Solid understanding of data mining and analytical techniques such as SAS, SQL and Excel are preferred Embody the ally Bank brand by working effectively and with empathy with customers to resolve concerns and problems Demonstrate Ally Bank Core Values **Ally Overview** Ally Financial Inc. (NYSE: ALLY) is a leading digital financial services company and a top 25 U.S. financial holding company offering financial products for consumers, businesses, automotive dealers and corporate clients. Ally's legacy dates back to 1919, and the company was redesigned in 2009 with a distinctive brand, innovative approach and relentless focus on its customers. Ally has an award-winning online bank (member FDIC), one of the largest full service auto finance operations in the country, a complementary auto-focused insurance business, a growing digital wealth management and online brokerage platform, and a trusted corporate finance business offering capital for equity sponsors and middle-market companies. **Business Unit/Enterprise Function** Ally Bank is a direct bank in the U.S. that offers a straightforward approach to banking with no minimum deposit required to open an account, no monthly maintenance fees and 24/7 live customer care. A subsidiary of Ally Financial Inc. and member FDIC, the bank offers online savings, interest checking, money market accounts, certificates of deposit with terms ranging from three months to five years, and IRA Plans and products. Ally Bank was named Best Online Bank for the 5th consecutive year since 2011 by MONEY® Magazine. **Total Rewards Information** Ally's compensation program offers market-competitive base pay and bonus pay potential based on achieving personal and company goals. Plus, we have a flexible paid time-off program with an emphasis on work-life balance. Ally offers a variety of benefits to protect your health and well-being, provide financial security and balance your work-life needs including: Industry-leading 401K Retirement Savings Plan including Matching and Company Contributions Comprehensive wellness program with financial incentives designed to help you achieve your best health Flexible health insurance options including dental and vision Pre-tax Health Savings Account with generous employer contributions Pre-tax dependent care and commuter benefits Other work-life integration benefits including Paid Parental & Caregiver Leave, Adoption Assistance, Back-up Child & Adult/Elder Care, Child Care Discounts, Tuition Reimbursement, LifeMatters Employee Assistance Program, Weight Watchers and other employee discount programs **Ally is an Equal Opportunity Employer** We extend equal employment opportunities to qualified applicants and employees on an equal basis regardless of an individual's 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. \#LI-RS1 **Job Title:** Mortgage Executive Customer Relations Manager **Company:** Ally Financial Inc. **Category:** Mortgage **BU Function:** Ally Bank **Requisition ID:** 17-6406

12 days 20 hours ago

Ally Financial Inc.


Mortgage Executive Customer Relations Manager Ally Financial Inc. - Charlotte, NC, United States


Location: Charlotte, NC

Company Profile:
Ally Financial Inc. was founded in 1919 as the General Motors Acceptance Corporation (GMAC), a provider of financing to automotive customers. Since then, the business has expanded to include insurance, direct banking and commercial finance. See the timeline to trace Ally's evolution.