ECR - Communication Editor

General Information

Career area Customer Care Country United States Work Location(s) 1100 Virginia Drive, PA State Pennsylvania City Fort Washington Remote? No Ref # 20324 Posted Date 09-18-25 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

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. 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 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.

Base Pay Range: $55000 - $80000 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.