Supervisor– Customer Care (Credit Bureau Data Furnishing) at Ally Financial

United States

$55k - $95k

<h3> General information </h3> Career area Customer Care Work Location(s) 12850 W Gran Bay Pkwy, FL Remote? No Ref # 21766 Posted Date 02-20-26 Working time Full time <h3> Ally and Your Career </h3> 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?<br/><u>Work Schedule:</u> 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. <h3> The Opportunity </h3> <p>If you thrive in a fast-paced environment and value close-knit teamwork, this role offers an exciting opportunity to lead a high-performing Credit Bureau Process team. As the supervisor, you will guide daily operations and collaborate closely with peers, direct reports, cross-functional partners, and credit reporting agencies to support data furnishing and dispute management. You will ensure strict adherence to the Fair Credit Reporting Act (FCRA) and Metro 2 requirements, while partnering with business units across Ally to fully support all credit bureau-related activities, including customer service, new product launches, data furnishing, and dispute resolution. Grounded in Ally’s strategic imperatives, corporate objectives, and compliance standards, you will provide clarity of purpose and drive performance to meet established targets such as OPEX, timeliness, accuracy, and customer satisfaction. You will model strong leadership behaviors, mentor team members, and cultivate a culture focused on leading to success rather than managing to avoid failure.</p> <h3>Core Competencies:</h3> <p><strong>Drive for Results:</strong> Sets clear, achievable goals and aligns daily work to team priorities. Tracks progress with simple metrics (e.g., deadlines met, quality checks passed) and remove blockers quickly. Recognizes strong performance and addresses gaps promptly to maintain consistent service quality.</p> <p><strong>Initiative:</strong> Identifies small process improvements that reduce rework, wait times, or errors, pilots changes and measures impact. Anticipates staffing or workload issues (vacations, spikes) and rebalances assignments proactively. Takes ownership of cross-functional coordination to prevent handoff delays and customer issues.</p> <p><strong>Learning Agility: </strong>Learns from team feedback and post-mortems; applies lessons learned to the next cycle. Adapts scheduling, workflows, or communication methods when priorities or tools change. Encourages continuous learning by sharing tips, job aids, and quick training bursts.</p> <p><strong>Collaborative Leadership:</strong> Builds trust through clear communication, fairness, and consistent follow-through. Facilitates short, focused meetings that align the team to goals, roles, and support needs. Coordinates effectively with peer supervisors and stakeholders to resolve dependencies and deliver cohesive outcomes.</p> <p><strong>Coaching and Development:</strong> Sets role-specific expectations and development plans for each team member. Provides regular, specific feedback and conducts brief check-ins to track progress. Offers skill-building opportunities (shadowing, stretch tasks) and addresses performance issues constructively and promptly.</p> <p><strong>Problem Solving:</strong> Uses a simple, structured approach to diagnose issues (define, root cause, options, action). Leverages team input and data (error logs, customer feedback) to select practical solutions. Monitors outcomes and adjusts quickly if results don’t meet targets.</p> <h3> The Work Itself </h3> <ul> <li>Lead and coach peers, direct reports, and cross-functional partners to ensure full compliance with the Fair Credit Reporting Act (FCRA) and Metro 2 reporting standards.</li> <li>Oversee and maintain accurate, complete, and timely transmission of trade line data to credit reporting agencies.</li> <li>Drive data quality and completeness; ensure credit disputes are investigated and resolved within required regulatory timelines.</li> <li>Identify exceptions and root causes; collaborate with partners to develop solutions, execute remediation plans, escalate risks per protocol, and ensure adherence to legal and regulatory requirements.</li> <li>Strengthen internal controls; build team compliance capability; proactively mitigate risk; and recommend/implement policy and procedure changes to maintain compliance.</li> <li>Champion continuous process improvement to meet business needs, enhance operational efficiency, and support consumer retention.</li> <li>Clarify roles, responsibilities, and objectives to align and influence stakeholders; expand team knowledge and bench strength.</li> <li>Build talent pipelines by identifying high-potential employees; lead development planning; create training materials; facilitate training; manage rotations; support promotions; maintain talent matrices; and drive succession, capacity planning, load leveling, and monthly calibrations.</li> <li>Ensure accurate timekeeping and HR system transactions; monitor adherence to policies and procedures; model the organization’s Code of Conduct and Ethics.</li> </ul> <h3> The Skills You Bring </h3> <h3>Minimum Qualifications</h3> <ul> <li>1+ years of experience</li> <li>High school Diploma or GED equivalent</li> </ul> <h3>Preferred Qualifications</h3> <ul> <li>Associate or bachelor’s degree in a business-related field.</li> <li>4+ years of experience in customer service or financial services required; prior leadership experience required. Education may be considered in lieu of experience.</li> <li>In-depth knowledge of Metro 2 data furnishing standards, including reporting conventions, compliance fields, and error-correction processes.</li> <li>Strong working knowledge of the Fair Credit Reporting Act (FCRA), including permissible purpose, furnisher responsibilities, dispute handling (Section 611/623), and adverse action requirements.</li> <li>Demonstrated experience implementing and maintaining Metro 2-compliant reporting to consumer reporting agencies, including QA controls, exception handling, and remediation of data integrity issues.</li> <li>Ability to partner across operations, compliance, legal, data governance, and technology teams to ensure accurate, timely, and compliant credit furnishing.</li> <li>Strong leadership and excellent oral and written communication skills; able to train and coach staff on Metro 2 and FCRA requirements and translate technical standards into clear procedures.</li> <li>Proficiency with credit reporting workflows, account lifecycle impacts (e.g., charge-off, bankruptcy, payment plans), and how upstream/downstream systems affect Metro 2 data elements.</li> <li>Ability to work independently in a fast-paced environment while managing multiple priorities, audits, and projects; experience supporting regulatory exams and internal/external audits preferred.</li> </ul> <h3> How We'll Have Your Back </h3> <p>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:</p><ul><li><strong>Time Away:</strong> 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).</li><li><strong>Planning for the Future:</strong> 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.</li><li><strong>Supporting your Health &amp; Well-being:</strong> 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 &amp; hospital indemnity insurance, and a total well-being program that helps you and your family stay on track physically, socially, emotionally, and financially.</li><li><strong>Building a Family:</strong> 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.</li><li><strong>Work-Life Integration:</strong> other benefits including Mentally Fit Employee Assistance Program, subsidized and discounted Weight Watchers® program and other employee discount programs.</li><li><strong>Other compensations:</strong> depending on the role for which you are considered, you may be eligible for travel allowances, relocation assistance, a signing bonus and/or equity.</li><li>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</li></ul> <p><strong><u>Who We Are:</u></strong></p> <p>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.</p> <p>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.</p> <p>We are committed to working with and providing reasonable accommodation to applicants with physical or mental disabilities. For accommodation requests, email us at hrpolicy@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.</p> <strong><u>Base Pay Range</u></strong>: $55000 - $95000 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 our annual incentive plan.