Director of Invest Executive Customer Relations #19-6971
Available Work Locations
North Carolina (Charlotte)
Director of Invest Executive Customer Relations
Ally Bank Invest Executive Customer Relations (ECR) Director position is an opportunity for an individual with proven management experience in customer service or complaint management, as well as a strong working knowledge of financial, brokerage, and trading services industry experience. This role is responsible for managing the operational and administrative functions for the Ally Invest complaints and escalations process. The candidate will be responsible for managing the company's Invest complaints and ensuring that appropriate responses are provided timely to both consumers and regulatory agencies. This role also identifies and reports to the Executive Leadership team, trends related to consumer complaints.
As Director, you will lead and inspire the ECR team responsible for customer complaints and escalations to focus on delivering a customer-centric, resolution-oriented service through timely and accurate completion of work and innovative problem solving. Key to success in this role will be the ability to work closely and collaborate with Invest, Customer Care and Experience (CC&E), Compliance, Legal, Risk, and the broader organization to address consumer concerns, drive process enhancements, and improve the customer experience. Direct interaction with clients, brokers, and internal support staff will be a part of the candidate's responsibility.
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 Invest, launched in May 2017, is the brokerage and wealth management offering from Ally. The offerings consist of a trading platform for self-directed investors, as well as a suite of automatically managed investment portfolios. The Ally Invest team is responsible for ensuring the technology and service of the platform with a focus on award winning customer service and outstanding user experience.
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:
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.
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