Executive Customer Relations (ECR) Director

Ally Financial Inc. in Charlotte, NC

  • Industry: Advertising/Marketing/Public Relations - Marketing Director
  • Type: Full Time
  • $145,400.00 - 145,400.00
position filled

Director of Invest Executive Customer Relations #19-6971

Customer Care

Available Work Locations

North Carolina (Charlotte)

Job Description

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.

Job Responsibilities

  • Leads Executive Customer Relations team responsible for the handling of customer escalated concerns and complaints for the Invest line of business, where the work is complex and diversified in nature.
  • Responsible for ensuring the Ally Brand is executed in all customer interactions.
  • Designs, plans, manages, and executes process activities for addressing consumer complaints, including reviewing root cause analysis and remediation activities.
  • Ensures all sensitive complaints are accurately reviewed and investigated prior to responding in a timely and professional manner, and that information is properly updated with the appropriate regulator.
  • Actively oversees timely and accurate customer and regulator responses that require cross-functional support, additional information, or in-depth work to resolve.
  • Supports business transformation initiatives by continuing to build-out operational processes
  • Collaborates closely with Relationship Owners and third-party vendors on processes, risk mitigation, and issue resolution
  • Creates and ensures complaint response reports, including SLA performance, quality, trends, and corrective actions are accurately completed. Position must collaborate with business units and quality teams to ensure root-cause analysis is incorporated into the corrective action process.
  • Prepares Monthly, Quarterly, and ad-hoc presentations and presents to Invest Executive Leadership team, Ally Bank President, and CEO on complaint themes, root cause, process improvements, and potential drivers.
  • Monitors and manages workload to ensure team and third-party suppliers are adequately staffed with appropriately skilled resources to timely review, investigate, and respond to complaints.
  • Maintains quality sampling process to ensure both Ally Bank's and vendor responses are appropriate with improvement feedback.
  • Sets goals for the team and motivates Specialists to accomplish these goals. Provides team members with timely, candid, and constructive performance feedback, and conducts annual performance reviews.
  • Cultivates a work environment and culture where team members want to serve both our customers and each other, and where all strive for continuous improvement.
  • Drives innovation and collaboration.
  • Understands and makes recommendations for enhancements on metrics, processes and procedures, objectives, and related drivers; strive to exceed related targets.
  • Monitors policy and procedure compliance; abide by the Code of Conduct and Ethics.
  • Works on special projects and other assignments as needed.


  • Bachelor's Degree required; MBA is ideal.
  • 10 years in customer service or financial services industry is needed. At least 7 years leadership experience. Preferred experience in compliant resolution/Office of the President.
  • 5+ years of experience in financial/brokerage/trading services industry with a strong understanding of regulatory requirements.
  • FINRA Series 4, 7, 63, and 24 required.
  • Strong leadership skills required.
  • Skills and Competencies required:
  • Strong strategic & thought leadership in engaging cross-functional stakeholders while working with a sense of urgency
  • Fosters collaborative relationships with other business units
  • Influencing and organizational skills required to manage the various stakeholders
  • Role model for core values, including possessing executive presence
  • Leadership skills, demonstrates followership, and ensures team thrives under their leadership
  • Demonstrates affirmative, optimistic attitude
  • Adaptability -- ability to embrace & drive change, learn and grow, brings improvement initiatives to their current role/team
  • Excellent consultative, influencing, conflict management and negotiation skills, proven ability to establish a collaborative environment, ability to network & navigate within and outside of servicing
  • Excellent verbal, written communication and presentation skills
  • Anticipate and meet regulatory demands
  • Embody the Ally Brand by working effectively and with empathy with customers to resolve concerns and focus on how to be better
  • MS Office knowledge & internet skills required; intermediate to advanced Excel and PowerPoint skills required, demonstrated competence in lean six sigma methodology
  • Exceptional cross-value stream business knowledge and ability to navigate outside of domain knowledge, including external stakeholders

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 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:

  • 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.

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