Job Overview: Supervise all funding, documentation or title management processes to meet daily objectives. The Loan Services Supervisor will forge solid working relationships with team members as well as Clearlane lending and affiliate partners. The Loan Services department is one of the most critical areas in the company, and depends heavily on the Supervisor's ability to acquire the knowledge and skills necessary as the business develops. Standard work hours are 10am - 7pm.
Monitor work queues for department associates
Initial audit of loan packages
Verify all new files are reviewed by close of business.
Meet an SLA of 3 business hours for document orders received throughout the work day.
Verify document package orders are accurate by inspecting to expectations.
Leading team to superior customer service by contacting customers to advise when document packages are sent out to customers and to help customers who call in with questions how to complete document packages.
Provides follow-up and resolution for active escalations with our lenders and our customers within 2 business hours.
Communicates with associates on errors for timely resolution.
Ability to review a minimum of 30 files combined in a normal 8 hour work day. Would change this to: Ability to review department files and document orders to ensure business partner needs are fully met each day.
Learn new lender programs, state policies, procedures and guidelines.
Available for one Saturday shift (8am -12 pm) per month, may require additional shifts as business increase in volume.
Shares with manager any process inefficiencies and recommends new solutions for consistent lender or consumer obstacles seen through daily operation.
Monitor and track all Document Redraws, Funding Delay files to ensure contact is made every day, and offer assistance to complete files and send to lenders.
BS Preferred, HS diploma required
3+ years' experience in consumer loan origination or lien perfection process
2+ years' experience in a managerial or supervisory role; preferably in a call center, operations, or financial institution.
Strong leadership skills required to develop and retain team members in a fast-paced and rapidly growing organization. Must serve as an agent and advocate of change.
Proven management skills required to effectively coach, train, and counsel team members.
Strong interpersonal, written, and verbal communication needed
Must be proficient with computers and able to learn proprietary programs as well as Word, Excel, and Outlook.
Excellent organizational and time management skills with strong attention to detail. Ability to handle multiple tasks simultaneously and meet assigned project deadlines in a timely manner.
Requires four-year college degree or equivalent combination of education and relevant experience.
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
Clearlane connects customers with leading auto finance providers to help obtain financing or refinance their vehicles. Our technology delivers fast quotes and wholesale rates from a robust network of national finance providers, and we give personalized help and support throughout the process. The result is to simplify the auto finance experience, empower customers, and make it easy and convenient to get the financing the customer needs.
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.