Customer Solutions Representative - Collector - Lewisville, TX - Starting June 2026

Ally Financial is a customer-centric, leading digital financial services company. They are seeking a Customer Solutions Representative to assist customers with their auto loan accounts, providing exceptional service while resolving payment issues in a professional and empathetic manner.

Responsibilities

• Make outbound phone calls and handle incoming calls to meet required performance standards and metrics
• Contact Ally auto-loan customers regarding late or missed payments
• Understand reasons for delinquency and negotiate payment arrangements
• Respond to customer inquiries via phone, workflow systems, and email
• Research and resolve account discrepancies
• Document all interactions clearly and accurately
• Maintain professionalism and accuracy while managing accounts
• Meet performance standards for call volume, delinquency, and customer satisfaction
• Identify and recommend solutions to avoid repossession losses
• Use computerized systems for tracking and troubleshooting
• Maintain strict confidentiality of customer information
• Adhere to all state and federal laws in the handling of accounts

Skills

• 0+ years of experience
• High school diploma or GED equivalent
• Experience in financial services or a related industry preferred
• Associate or bachelor's degree in business or related field may be used in lieu of experience
• Bilingual (Spanish) skills are a plus
• Excellent listening, verbal, and written communication skills
• Strong attention to detail and professional phone etiquette
• Sales, negotiation, and skip tracing skills preferred
• Proficiency with Microsoft Windows and internet-based applications required
• Ability to multi-task and meet key performance metrics
• Strong ability to identify potential loss situations and make appropriate recommendations to mitigate loss, with an aptness to escalate unique collections cases to management
• Ability to work flexible hours, including weekends, holidays, and overtime as needed

Benefits

• 20 paid time off days
• 11 paid holidays
• 8 hours of volunteer time off yearly
• 401K retirement savings plan with matching and company contributions
• Student loan pay downs
• 529 educational save up assistance programs
• Tuition reimbursement
• Employee stock purchase plan
• Financial learning center and financial coach access
• 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
• Total well-being program
• Adoption, surrogacy and fertility assistance
• Paid parental and caregiver leave
• Dependent Day Care FSA
• Back-up child and adult/elder care days
• Childcare discounts
• Mentally Fit Employee Assistance Program
• Subsidized and discounted Weight Watchers® program

Company Overview