Executive Customer Relations Analyst

General information

Career area Customer Service Work Location(s) 12850 W Gran Bay Pkwy, FL, 2911 Lake Vista Drive, TX City Jacksonville, FL Remote? No Ref # 21089 Posted Date 12-10-25 Working time Full time

Ally and Your Career

Ally Financial only succeeds when its people do - and that’s more than some cliché people put on job postings. We live this stuff! We see our people as, well, people - with interests, families, friends, dreams, and causes that are all important to them. Our focus is on the health and safety of our teammates as well as work-life balance and diversity and inclusion. From generous benefits to a variety of employee resource groups, we strive to build paths that encourage employees to stretch themselves professionally. We want to help you grow, develop, and learn new things. You’re constantly evolving, so shouldn’t your opportunities be, too?
Work Schedule: Ally designates roles as (1) fully on-site, (2) hybrid, or (3) fully remote. Hybrid roles are generally expected to be in the office a certain number of days per week as indicated by your manager. Your hiring manager will discuss this role's specific work requirements with you during the hiring process. All work requirements are subject to change at any time based on leader discretion and/or business need.

The Opportunity

This role is in responsible for resolving straightforward customer issues that are escalated from the call center, the regulators, or any other outside corporate source.

At this time, Ally will not sponsor a new applicant for employment authorization for this position.

This role requires a hybrid schedule: three times a week in office. 

The Work Itself

• Support would include daily problem resolution for customer issues, generation of reports; letter generation, direct customer contact and such other requirements as might be required from time to time.
• Responds to customer complaints via phone and mail within established guidelines and procedures.
• Analyzes customer needs on an ongoing basis to assist in identification of new business opportunities and develop proposals for new products and services, technology and/or operating procedures to meet those customer needs.
• Recommends enhancements where necessary to support the corporate and bank objectives for customer care.
• Collect, compiles and analyzes data results from escalated issues.
• May recommend changes which can create efficiencies and/or streamline processes.
• Prepares quantitative and qualitative reports, which track information and measure results for comparison to standard metrics.
• Other duties or responsibilities as may be required to effectively and efficiently respond to customer needs.

The Skills You Bring