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Mortgage Executive Customer Relations Specialist
Ally
Charlotte, NC, United States
Job Details - this job has expired, please see similar jobs below
Ally Requisition #
18-5435
Job Description
Position Description
Ally Bank Mortgage Executive Customer Relations Specialist position is an opportunity for an individual with proven experiences in mortgage customer service or complaint management, as well as a working knowledge of end to end mortgage activities. This role is responsible for managing all daily operational requirements of complaint management, conducting analysis into trends and themes, and producing reporting. The role will handle complaints and review escalations for all originations, refinance, modifications, back-office operations, and servicing. The candidate will be responsible for ensuring that all work is assigned across the internal Mortgage ECR Team, as well as legal and compliance partners. The candidate will manage the pipeline and draft or edit responses, ensuring all activities are completed timely to both consumers and regulatory agencies. The role will also integrate with all third party vendors to review all research and draft responses. The role reports directly to the Director of Mortgage Executive Customer Relations.
Job Responsibilities
• Responsible for ensuring the Ally Brand is executed in all customer interactions.
• Organizes weekly and daily activities for addressing consumer complaints, including reviewing root cause analysis and remediation activities.
• Ensure timely and accurate customer and regulator responses that require cross-functional support, additional information, or in-depth work to resolve.
• Reviews all sensitive complaints to ensure material is accurate and timely.
• Monitors the CFPB portal daily and for investigation all new complaints and uploading completed responses.
• Reviews all escalation activities including loan agents, loan coordinators/schedulers, and loan service providers.
• Review and edit all procedures and team training associated with complaint management to ensure compliance. Also provides complaint and de-escalation training to vendors and loan agents as necessary.
• Creates complaint response reports, including complaint reasons, root causes, cycle time, and responsiveness.
• Works on special projects and other assignments as needed.
Qualifications
• Type of prior related experience: Three to five years of experience in Mortgage. Minimum of three years of experience in a customer service/complaint management contact environment.
• Special skills/abilities/competencies required:
◦ Strong communication skills in order to present verbally or written reports to executive management.
◦ Working knowledge of applicable Mortgage Regulations and end to end mortgage processes (originations through servicing).
◦ Influencing and organizational skills required in order to manage the various stakeholders.
◦ Ability to multi-task between various projects and use strong analytical skills to think about a range of initiatives on different levels.
◦ Proven ability to manage work in engaging cross-functional stakeholders while working with urgency.
◦ Effectively work with co-workers by sharing ideas and a constructive and positive manner.
◦ Effective coach to ensure optimal performance is sustained.
◦ 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, and IRA Plans and products. Ally Bank has been named "Best Online Bank" for five of the past seven years 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.