Customer Care Representative
Ally Financial - Waterloo, IA

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We Are GMAC Mortgage, LLC.

GMAC Mortgage, an indirect, wholly owned subsidiary of Ally Financial Inc. A company with a new approach and rich history; Our Company dates back 1919 and is build on the strong foundation of GMAC Financial Services. Our associates and customers are at the heart of everything we do. We are financially strong and positioned for significant growth. We offer competitive comp plans, benefits and rewards with one of the nation’s largest home mortgage originators. We have 25 years of experience, a solid reputation and a loyal customer base. Our Mortgage Servicing Center provides service for GMAC Mortgage loan accounts, including billing, payment and general customer service.

  • GMAC Mortgage is the 5

largest loan originator in the nation, and the 5


largest in loan servicing

  • GMAC Mortgage has prospered with 6 consecutive profitable quarters in 2010-2011
  • Financial strength and Industry leadership
  • Leads and referral sources with Top-notch sales tools and Unparalleled customer service
  • Training and ongoing education
  • GMAC offers market competitive base pay/salary compensation (bonus options)
  • Recently named as Fortune 500’s Top Ten Commercial Banks
GMAC Mortgage/ Ally Financial strives to build a World Class culture that engages a diverse and vibrant team of professionals. We seek employees who are motivated for success with processes aligned to promote inner-mobility, career growth and leadership development. GMAC Mortgage/Ally Financial remains committed to offering a compelling employment proposition that enables us to expand our dynamic team. Put your career on a path with a company that’s taking the financial services industry in a new direction and apply today!” Visit

to learn more.

Customer Care Representative

– Waterloo, Iowa

Position Description:

Answer incoming inquiries

Effectively provide prompt, accurate and professional responses to customer inquiries

Successfully resolve routine inquiries

Display active listening skills

Document loan activity to the LoanServ system

Demonstrate knowledge of current department Policies and Procedures, including but not limited to:

Product knowledge of Mortgage Banking practices

  • System tools (i.e. Email, Word, Excel, Speedpay, WEB, EBPP, CTI, P & P Manual, ImageWeb, LoanServ, DTRS, Agent Webstation etc.)
Accountable for the following individual performance statistics to include:

Schedule Adherence

Department statistics (e.g., have a general understanding of and interpret individual and/or team data)

Quality Assurance

Training Assessment

Equipment Problems (assess and report equipment concerns to Information Technology/Telecommunication/Property Management)

Recommending, Promoting and Participating in the company’s product referral programs

Minimum Requirements:
Ability to work independently

Solid Phone skills

Solid customer interaction skills

Solid communications skills (including verbal, written and listening skills)

Solid problem solving and decision making abilities

Good organizational skills

Solid analytical skills

Solid motivational skills

Execute and prioritize multiple tasks


Flexible and adaptable to change

Ability to build relationships (respect, trust, consensus)

Encourage and inspire others

Knowledge of customer service strategies

Ability to work independently in a high volume environment



Overtime and travel as needed

Scheduled shift changes as a result of business needs (associate must be flexible)

No known hazardous work conditions

Individuals hired into Customer Care must be available to train 8:00 AM - 4:30 PM Monday through Friday for five weeks of training. Once training is complete individuals will have a variable schedule, where they are scheduled to work during the call center hours of 6:00 AM to 9:00 PM Monday through Friday, 9:00 AM - 1:00 PM Saturday, based on business need. NEW HIRES CAN EXPECT TO WORK INTO THE EVENING HOURS AFTER BEING TRAINED. Schedules are distributed on week at a time, giving employees two weeks notice on the upcoming schedule.

Due to the extensive training program, all new hires are expected to have 100% attendance during the 5 week training period. The department also requests that no time off be taken within the first 90 days of employment to help ensure the success of the individual in the position.

While this job description is intended to be an accurate reflection of the job requirements, management reserves the right to modify, add, or remove duties from particular jobs and to assign other duties as necessary.

Working at GMAC Mortgage. is Rewarding!

GMAC’s compensation program offers above market-competitive commission plans and bonus pay potential based on achieving personal and company goals. We have Base Pay/ Salary (bonus options) within the GMAC Mortgage organization.

GMAC Mortgage/ Ally Financial Offers Competitive Benefits: (GMAC)

  • 401K Matching and Company Contributions
  • Comprehensive Health Insurance Coverage
  • Base Pay/salary (bonus options)
  • Paid Time Off (roll-over up to 150%)
  • Tuition Reimbursement
  • Adoption Assistance
  • Vendor Partnership Discount Program
  • Charitable Gift Contribution Matching
GMAC Mortgage/ Ally Financial is an equal opportunity employer in that our policy, in accordance with federal & state laws, prohibits employment discrimination solely on the basis of a person's race, color, creed, sexual orientation, sex, marital status, or disability except where a reasonable, bona fide occupational qualification exists.



Call Center / Customer Service

Primary Location

United States-Iowa-WATERLOO


RFG Enterprise Servicing Group - 5001001694



Job Posting

Jun 14, 2012, 1:19:03 PM

Ally Financial - 23 months ago - save job - block
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