Customer Care Consultant - Charlotte, NC - Starting October 2025

General information

Career area Customer Care Work Location(s) 601 S. Tryon Street, NC Remote? No Ref # 20279 Posted Date 07-23-25 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

In this department, you will be empowered to provide personalized and outstanding customer service within our Customer Care Contact Center. Associates joining the Contact Center team will start serving customers on inbound phones. Along with that, you will be developing a career at a company that invests in its people.

Working with a team of premier customer care professionals, you will help your customers with the support they need. The communication tools you will have at your fingers will include channels such as inbound calls, outbound calls, and messaging.

• Making the ordinary extraordinary for our customers, corporate partners, communities, teammates, and investors.
• Develop your skills by learning the role of a Contact Center associate, while given the opportunity to advance your career through Ally’s various development programs.

Class Details:

• Start date: Monday, October 27th
• Compensation: $23/hr. + Monthly Incentives
• Mandatory (4) week training program (In-office)
• Work Schedule after training is completed (3 days in-office & 2 days remote):
• Shifts can range with a start time of 8am to an end time of 8pm EST (Monday – Sunday)

The Work Itself

• Deliver a world-class experience for Ally's customers during every interaction.
• Provide personalized customer service of the highest level by establishing rapport and presenting a positive, friendly demeanor.

The Skills You Bring

We're all about teaching – We care about your career. Your engagement will lead to improved and increased skills that are transferrable within Ally. That said, there are a few skills that will help you get off to a quicker start:

• Required: Prior experience in customer service, contact center, financial services or similar industry.
• Preferred: 1+ years’ experience in contact center, financial services or similar industry.
• Preferred: Experience in consumer banking, preferably servicing checking, debit card, savings, CD, IRA, and Trust accounts.
• High School diploma or equivalent experience required (associate or bachelor’s degree in business-related field preferred).
• A dedication to delivering outstanding customer service and a frictionless experience for our customers.
• Supporting our customer through their end-to-end journey, by striving to achieve overall customer happiness through first call resolution.
• You are committed to teamwork, resolving issues efficiently, and developing long-term relationships with our coworkers and business partners.
• You bring a strong work ethic and sense of urgency to complete objectives.
• You are adaptable to departmental and organizational changes and maintain a positive and encouraging attitude to our customers and culture.
• You are diligent in listening to our customer’s needs and providing valuable feedback that will assist in process and product improvement.

For hybrid work schedule:

• Joining the team, you will work a hybrid schedule of three (3) days in office and two (2) days from home. These days in office are driven by your site leadership. Days in office are consistent but could vary based on leadership discretion.
• Must be an independent worker with strong time-management skills
• Maintain a quiet workplace so you can focus on delivering outstanding service to our customers

Business Requirement Statement for Network Bandwidth:

• To ensure optimal performance and efficiency, prospective employees must meet the following network bandwidth requirements:
• Minimum Downstream Bandwidth: 100 Mbps
• Minimum Upstream Bandwidth: 10 Mbps
• Connection Quality: Low latency (under 50 ms roundtrip time)
• Definition of Connection Latency: Latency refers to the time it takes for data to travel from one point to another in a network. Low latency is crucial for real-time applications and ensures a smooth and responsive experience.
• Please note that Wi-Fi, satellite, and cellular internet solutions are not viable for this role due to their inconsistent performance and higher latency. Prospective employees must have a stable and reliable wired internet connection that meets the specified bandwidth and latency criteria.
• To check your network bandwidth and latency, you can use (https://www.speedtest.net/)
• Live in a location that uses an existing high-speed internet service

Mandatory Training:

Training begins on your first day of employment and runs for 4 weeks (in-person) and the schedule is 9:00am-6:00pm.

Upon successful completion of the 4-week training class, associates will be participating in our "Nesting Program" for up to 6 weeks.

• PHASE 1 - The first two weeks of “Nesting” are Monday - Friday from 9:00am – 6:00 pm (in-office) for the Charlotte, NC location and 9:00am-5:30pm (in-office) for the Weaverville, NC location.
• PHASE 2 – The last four weeks of “Nesting” are Monday - Friday from 9:00am – 6:00 pm (hybrid) for the Charlotte, NC location and 9:00am-5:30pm (hybrid) for the Weaverville, NC location.

Once training and nesting have completed, candidates must have the ability to work shifts between the hours of:

• 8:00am – 8:00pm Monday-Sunday (hybrid – 3 days in-office, 2 days remote).
  • Please note that specific shifts will be assigned after a successful completion of your background check.

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.
• To view more detailed information about Ally’s Total Rewards, please visit this link: https://www.ally.com/content/dam/pdf/corporate/ally-total-rewards-snapshot.pdf

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 [email protected]. 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: $47840 - $54080 USDAn 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.

Originally posted on Himalayas

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