Job Description As a part of our Member Services team, you'll impact the lives of everyday people and help them move from surviving to thriving with innovative digital personal finance solutions. From onboarding and new account set up to answering questions and coaching them throughout their journey, you'll be there every step of the way to provide empathy, care, and guidance when it's needed most. This role is structured to include career progression that allows you to train up and work toward higher-level positions. This position is 100% work-from-home. Candidates must reside in the greater Tampa, Orlando or surrounding areas in Florida. Starting Pay: $16.00/hr Start Date: TBD - Monday-Friday schedules available - 4 X 10 shifts also available, includes weekends (Additional pay incentives for working weekends!) What you'll do: - Communicate with our members via phone and email, exhibiting care in every interaction - Listen to our members, providing empathy and solutions to their unique needs - Collaborate with your team to share knowledge and best practices - Accurately document Member interactions and activity Qualifications - Minimum of 1 year of Customer Service experience (call center or retail) - High school diploma or equivalent - Available for an 8-hour shift between the hours of 6am - 8pm - People-focused approach and solution mindset - Ability to handle a high volume of inbound calls - Strong communication skills Additional Information Achieve well-being with: - 401 (k) with employer match - Medical, dental, and vision with HSA and FSA options - Competitive vacation and sick time off, as well as dedicated volunteer days - Access to wellness support through Employee Assistance Program, Talkspace, and fitness discounts - Up to $5,250 paid back to you on eligible education expenses - Pet care discounts for your furry family members - Financial support in times of hardship with our Achieve Care Fund - A safe place to connect and a commitment to diversity and inclusion through our six employee resource groups Join Achieve, change the future At Achieve, we're changing millions of lives. From the single parent trying to catch up on bills to the entrepreneur needing a loan for the next phase of growth, you'll get to be a part of their journey to a better financial future. We're proud to have over 3,000 employees in mostly hybrid andwork-from-homeroles across the United States with hubs in Arizona, California, and Texas. We are strategically growing our teams with more work-from-home opportunities every day to better serve our members. A career at Achieve is more than a job-it's a place where you can make a true impact, have a sense of belonging, establish a fulfilling career, and put your well-being first. Attention Agencies & Search Firms: We do not accept unsolicited candidate resumes or profiles. Please do not reach out to anyone within Achieve to market your services or candidates. All inquiries should be directed to Talent Acquisition only. We reserve the right to hire any candidates sent unsolicited and will not pay any fees without a contract signed by Achieve's Talent Acquisition leader. Company Description Achieve is a leading digital personal finance company. We help everyday people move from struggling to thriving by providing innovative, personalized financial solutions. By leveraging proprietary data and analytics, our solutions are tailored for each step of our member's financial journey to include personal loans, home equity loans, debt consolidation, financial tools and education. Every day, we get to help our members move their finances forward with care, compassion, and empathetic touch. We put people first and treat them like humans, not account numbers.

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.