Title: Customer Solutions Representative - Collector Location: Jacksonville United States Job Description: General information Career area Collections Work Location(s) 12850 W Gran Bay Pkwy, FL Ref # 22173 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 Are you experienced in customer service and interested in helping customers reach financial well-being? As a Customer Solutions Representative, you will proactively make outbound calls as well as handle inbound calls to efficiently assist customers with their auto loan accounts, providing exceptional service while resolving payment issues in a professional, empathetic, and highly productive manner. We offer a strong brand reputation, competitive benefits, and thorough training in compliance, negotiation, and sales. You will gain valuable skills and contribute to a team that values professionalism and consistent, industry-standard practices. Compensation & Schedule: - Compensation: $23/hr. + monthly incentives - Training class starts: July 6th - Work schedule after training: - 8am - 5pm EST or (7am - 4pm CST) Monday through Friday - 11am - 8pm EST or 12pm-9pm EST (10am - 7pm CST or 11am-8pm CST) one day per week - 8am - 12pm EST or (7am - 11am CST) one Saturday per month The Work Itself - Make outbound phone calls and handle incoming calls to meet required performance standards and metrics. - Contact Ally auto-loan customers regarding late or missed payments. - Understand reasons for delinquency and negotiate payment arrangements. - Respond to customer inquiries via phone, workflow systems, and email. - Research and resolve account discrepancies. - Document all interactions clearly and accurately. - Maintain professionalism and accuracy while managing accounts. - Meet performance standards for call volume, delinquency, and customer satisfaction. - Identify and recommend solutions to avoid repossession losses. - Use computerized systems for tracking and troubleshooting. - Maintain strict confidentiality of customer information. - Adhere to all state and federal laws in the handling of accounts. The Skills You Bring Minimum Qualifications - 0+ years of experience. - High school diploma or GED equivalent. Preferred Qualifications - Experience in financial services or a related industry preferred. - Associate or bachelor's degree in business or related field may be used in lieu of experience. - Bilingual (Spanish) skills are a plus. - Excellent listening, verbal, and written communication skills. - Strong attention to detail and professional phone etiquette. - Sales, negotiation, and skip tracing skills preferred. - Proficiency with Microsoft Windows and internet-based applications required. - Ability to multi-task and meet key performance metrics. - Strong ability to identify potential loss situations and make appropriate recommendations to mitigate loss, with an aptness to escalate unique collections cases to management. - Ability to work flexible hours, including weekends, holidays, and overtime as needed. #LI-Hybrid How We'll Have Your Back Ally's compensation program offers market-competitive base pay and pay-for-performance incentives (bonuses) based on achieving personal and company goals. Our Total Rewards program includes industry-leading compensation and benefits plus additional incentives that are designed to meet your needs and those of your family so you can get the most out of your career and your life, including: - Time Away: Program starts at 20 paid time off days in addition to 11 paid holidays and 8 hours of volunteer time off yearly (time off days are prorated based on start date and program varies based on full or part-time status and management level). - Planning for the Future: plan for the near and long term with an industry-leading 401K retirement savings plan with matching and company contributions, student loan pay downs and 529 educational save up assistance programs, tuition reimbursement, employee stock purchase plan, and financial learning center and financial coach access. - Supporting your Health & Well-being: flexible health and insurance options including medical, dental and vision, employee, spouse and child life insurance, short- and long-term disability, pre-tax Health Savings Account with employer contributions, Healthcare FSA, critical illness, accident & hospital indemnity insurance, and a total well-being program that helps you and your family stay on track physically, socially, emotionally, and financially. - Building a Family: adoption, surrogacy and fertility assistance as well as paid parental and caregiver leave, Dependent Day Care FSA back-up child and adult/elder care days and childcare discounts. - Work-Life Integration: other benefits including Mentally Fit Employee Assistance Program, subsidized and discounted Weight Watchers program and other employee discount programs. - Other compensations: depending on the role for which you are considered, you may be eligible for travel allowances, relocation assistance, a signing bonus and/or equity. Who We Are: Ally Financial is a customer-centric, leading digital financial services company with passionate customer service and innovative financial solutions. We are relentlessly focused on "Doing it Right" and being a trusted financial-services provider to our consumer, commercial, and corporate customers. For more information, visit www.ally.com. Ally is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to 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. Base Pay Range: $47840 - $54080 USD An individual's position in the range is determined by the specific role, the scope and responsibilities of the role, work experience, education, certification(s), training, and additional qualifications. We review internal pay, the competitive market, and business environment prior to extending an offer. Incentive Compensation: This position is eligible to participate in a variable incentive plan.

• Oversee daily support operations, ensuring agent productivity, schedule adherence, and service continuity; • Monitor agent performance in real time, providing guidance, coaching, and constructive feedback; • Conduct regular team meetings to share updates, reinforce training, and align on performance goals; • Step in to manage ticket queues or customer interactions during emergencies or peak workload periods; • Handle escalated customer complaints and complex or sensitive issues, ensuring timely and effective resolution; • Review customer interactions (chats, tickets, and calls) to ensure compliance with quality standards, internal policies, and regulatory requirements; • Track and analyse key performance indicators (KPIs), including response times, resolution times, customer satisfaction, and agent efficiency; • Lead or actively participate in initiatives and projects aimed at improving support workflows, tools, and overall service quality; • Manage project timelines, priorities, and deliverables to ensure objectives are met; • Prepare and present reports on operational performance, project progress, and outcomes to senior management.

• Serve as the dedicated relationship owner for a defined book of high-profile accounts • Design and execute structured engagement cadences, regular check-ins, monthly business reviews (MBRs), and quarterly executive business reviews (QBRs) • Proactively communicate product updates, releases, policy changes, and relevant industry insights to keep clients informed and engaged • Serve as the first point of escalation for high-profile client issues, triaging and owning resolution with urgency and professionalism.

Title: Customer Care Specialist Location: Remote, US, 31999 Job Description: Salary Range: $37,440 – $55,000 We’ve Got You Under Our Wing We are the duck. We develop and empower our people, cultivate relationships, give back to our community, and celebrate every success along the way. We do it all…The Aflac Way. Aflac, a Fortune 500 company, is an industry leader in voluntary insurance products that pay cash directly to policyholders and one of America's best-known brands. Aflac has been recognized as Fortune’s 50 Best Workplaces for Diversity and as one of World’s Most Ethical Companies by Ethisphere.com. Our business is about being there for people in need. So, ask yourself, are you the duck? If so, there’s a home, and a flourishing career for you at Aflac. Worker Designation – This role is hybrid. This means you will be expected to report to one of our Aflac offices located in Windsor, CT for at least 60% of the work week. You will work from your home (within the continental US) for the remaining portion of the work week. Details of this schedule will be discussed with your leadership. What does it take to be successful at Aflac? - Acting with Integrity - Communicating Effectively - Pursuing Self-Development - Serving Customers - Supporting Change - Supporting Organizational Goals - Working with Diverse Populations What does it take to be successful in this role? - Knowledge of principles and processes for providing customer and personal services, including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction - Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, and other office procedures - Emotional intelligence skills shown through giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times - Skill in selecting and using training/instructional methods and procedures when learning new policies, procedures, concepts or products - Skill in managing one’s own time and actively looking for ways to help people whether team members or customers - Skilled in verbal and written communication regardless of channel (phone, chat, email, text, social media, etc.) in order to convey information and ideas so others will understand - Requires special communication skills including, but not limited to having the ability to defuse tough conversations in a high-emotion environment while maintaining a calm demeanor - Problem solving skills - Microsoft Excel skills - Experience translating from Spanish to English and English to Spanish (for bilingual positions) Education & Experience Required - High School Diploma or Equivalent - 1 - 2 years of related work experience and completion of required training programs Or an equivalent combination of education and experience Education & Experience Preferred - Bi-Lingual (not required) Principal Duties & Responsibilities - Under general supervision, receives inbound calls, email, or chats regarding Aflac products and services; provides thorough and accurate responses to policyholder or field force inquiries regarding policy or claim issues for Aflac products and service - Accurately processes Point of Call transactions including, but not limited to, customer name changes, transfers, cancellations, and beneficiary changes; promotes good customer relations by providing premier customer service with a professional and friendly demeanor; develops customer relationships through rapport-building, listening skills, engaging the customer, seeking clarification, and building trust - Composes and/or generates communications to request information or confirm action taken; is responsive and timely with correspondence and problem resolution, and displays a caring attitude; coordinates with other departments/divisions as necessary to ensure customer satisfaction with Aflac's services and products - Navigates computerized system for tracking, gathering and researching information; routes and tracks outstanding requests to ensure policy-holders and other customers receive complete, accurate and timely resolutions; refers unusual or more complex situations to appropriate point of contact or leader - Maintains a position of trust and responsibility by keeping all customer information confidential; follows Aflac Insurance’s Code of Business Conduct and Ethics and other related policies, maintaining ethical behavior at all times; maintains knowledge of Aflac's policies and procedures, and takes responsibility for keeping up to date with changes - Maintains a well-developed knowledge base, and takes responsibility for keeping up to date with the assigned products and services offered by Aflac Insurance; continuously increases knowledge of assigned products and skills through self-motivation, formal education, seminars and available in-house training - Performs other related duties as required Total Rewards The salary range for this job is $37,440 to $55,000.This range is specific to the job and salary offers consider a wide range of factors that are considered in making compensation decisions, including, but not limited to: education, experience, licensure, certifications, geographic location, and peer compensation. The range has been created in good faith based on information known to Aflac at the time of the posting. At Aflac, it is not typical for an individual to be hired at or near the top of the range for the role to allow for future and continued salary growth, and compensation decisions are dependent on the circumstances of each case. This salary range does not include any potential incentive pay or benefits, however, such information will be provided separately when appropriate. In addition to the base salary, we offer an array of benefits to meet your needs including medical, dental, and vision coverage, prescription drug coverage, health care flexible spending, dependent care flexible spending, Aflac supplemental policies (Accident, Cancer, Critical Illness and Hospital Indemnity offered at no costs to employee), 401(k) plans, annual bonuses, and an opportunity to purchase company stock. On an annual basis, you’ll also be offered 11 paid holidays, up to 20 days PTO to be used for any reason, and, if eligible, state-mandated sick leave (Washington employees accrue 1-hour sick leave for every 40 hours worked) and other leaves of absence, if eligible, when needed to support your physical, financial, and emotional well-being. Aflac complies with all applicable leave laws, including, but not limited to, sick and safe leave, and adoption and parental leave, in all states and localities