**General information** **Ref #** 20324 **Remote?** No **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? **The Opportunity** The Communications Editor is responsible for the review of written complaint responses to ensure clear and complete communications are sent to customers. As part of the Executive Customer Relations team, this individual will hold a customer-centric mindset and serve as a customer advocate, based on the data findings, business demand, and management objectives. **The Work Itself** * Ensures complaint response letters are quality-checked for accuracy, completeness, and clarity. * Ensures adherence to brand style guidelines. * Works in a fast-paced environment to maintain quality while also ensuring team SLAs are met or exceeded. * Pivots to support multiple business lines in reviews and builds expertise in business processes each day. * Reviews complaint casework for procedural compliance and data integrity, as needed * Manages data integrity and process standardization with regard to complaint and related-VOC data. * Acts as a coach and mentor to associates on best writing practices. * Provides ongoing training based on learning opportunity trends. * Supports creation of consistent response language in collaboration with business partners and manages the central repository for storage and dissemination * Analyzes customer needs on an ongoing basis to assist in identification of new business opportunities and develop ideas for new products and services, technology and/or operating procedures to meet those customer needs. * Recommends enhancements where necessary to support the company objectives. * Maintains a positive and customer-centric focus in dealings with customers and business partners alike. * May interface with management to convey information. * Demonstrates behaviors which are aligned with the Ally LEAD culture. * Performs other duties or responsibilities as required or assigned. **The Skills You Bring** * A minimum of year in compliance operations or customer service required * Familiarity with current financial industry regulations a plus * Demonstrated expertise in language and grammar. * Strong communication skills, written and spoken. * Solid knowledge of customer care practices. * Comfortable working independently, but has experience working in a team environment. * Proficient self-management skills and ability to effectively prioritize tasks for time management. * Energetic and inquisitive, quick learner, with high level of initiative. * Advanced analytical, reasoning, and problem-solving skills to form conclusions and help make decisions. * Business partnering skills, including good interpersonal skills with ability to work well horizontally and vertically within organization. * Exhibit a strong work ethic and high degree of self-motivation. * Demonstrate accuracy and thoroughness, and monitors work to ensure quality. * Ability to analyze complex processes and procedures, identify root cause of process or customer pain points, and ability to offer recommendations for improvement or other corrective action measures. * Advanced level in Word; proficient in Excel. * Familiarity with SharePoint a plus. * Bachelor’s degree or equivalent combination of education and experience **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. But Ally’s total compensation - or total rewards - extends beyond your paycheck and is designed to support and enrich your personal and professional life, including: * Time Away: competitive holiday and flexible paid-time-off, including time off for volunteering and voting. * 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 and 529 educational assistance programs, tuition reimbursement, and other financial well-being programs. * Supporting your Health & Well-being: flexible health and insurance options including dental and vision, pre-tax Health Savings Account with employer contributions 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 support as well as parental and caregiver leave, back-up child and adult/elder day care program and childcare discounts. * Work-Life Integration: other benefits including LifeMatters® Employee Assistance Program, subsidized and discounted Weight Watchers® program and other employee discount programs. 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. We are committed to working with and providing reasonable accommodation to applicants with physical or mental disabilities. For accommodation requests, email us at work@ally.com. Ally will not discriminate against any qualified individual who is capable of performing the essential functions of the job with or without reasonable accommodation. **_Base Pay Range:_** An individual's position in the range is determined by 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. **Emerging:** 55000 **Experienced:** 67500 **Expert:** 80000 Incentive Compensation: This position is eligible to participate in our annual incentive plan