Enterprise Support Specialist

About Pagaya

Shape the Future of Finance

Pagaya is building a leading artificial intelligence network to help our partners grow their businesses and better serve their customers.

Pagaya is a global technology company making life-changing financial products and services available to more people nationwide, as it reshapes the financial services ecosystem. By using machine learning, a vast data network and a sophisticated AI-driven approach, Pagaya provides comprehensive consumer credit and residential real estate solutions for its partners, their customers, and investors. Its proprietary API and capital solutions integrate into its network of partners to deliver seamless user experiences and greater access to the mainstream economy. Pagaya has offices in New York and Tel Aviv. For more information, visit pagaya.com.

Let's create better outcomes together!

About the Role

This role serves as Pagaya’s on-site execution and operational lead embedded with Ally’s origination operations teams. Based in Dallas, TX or Atlanta, GA, the Enterprise Support Specialist will deliver a world-class dealer experience by acting as the real-time product, risk, and operational bridge between Ally’s underwriting and funding teams and Pagaya’s headquarters.

This individual will own day-to-day deal-level execution, exception workflows, and friction resolution, while providing Pagaya with direct, real-time product and dealer feedback to continuously improve product-market fit. This is a highly visible, hands-on role critical to the success and scalability of the Pagaya–Ally auto partnership.

Responsibilities

Product Development & Competitive Intelligence

• Serve as the primary feedback conduit between Ally underwriting teams, Ally field teams, dealers, and Pagaya HQ
  Gather and synthesize direct dealer and underwriter feedback to refine Pagaya’s product offering, approval logic, and operational workflows


• Conduct win/loss and lost-deal analysis for priority segments to understand take rate, friction points, and competitive gaps


• Translate insights into actionable product enhancements to drive higher conversion and an improved dealer experience

Real-Time Exception Management

• Review and decide dealer and Ally underwriter exception requests that fall outside automated approvals (e.g., LTV deviations, PTI buffers, pricing adjustments)


• Review daily AT files to identify failed loans, confirm prior exception approvals, and investigate root causes for unexpected declines


• Engage directly with Ally stakeholders to resolve deal-level issues quickly and accurately

Portal & System Administration

• Act as primary administrator for the Pagaya Exceptions Request Portal


• Manage Ally user access requests (add/remove/modify) across Pagaya systems


• Serve as first-line support for Ally staff encountering system issues, login errors, or API timeouts

Back Office & Funding Support

• Provide secondary review support for complex stipulations, ensuring alignment between Ally’s interpretations and Pagaya’s risk appetite


• Investigate funding delays and backlog issues to determine whether blockers are data-related, systemic, or operational


• Partner with Ally funding teams to monitor first-payment default and fraud cases, conduct root cause analysis, and recommend process or product enhancements

Support enforcement of dealer compliance and risk controls

Enablement & Feedback Loop

• Deliver on-floor coaching, ad-hoc support, and formal training sessions for Ally Buying Center staff


• Educate teams on best practices for submitting and managing exception requests to improve turnaround times and execution quality


• Create a continuous feedback loop between Ally operations and Pagaya product, risk, and engineering teams

Requirements

• 5+ years of experience in auto finance operations, underwriting, risk, or dealer-facing roles


• Direct experience working with auto dealers and underwriting or funding teams (indirect lending experience strongly preferred)


• Strong understanding of auto credit, exceptions, stipulations, funding workflows, and dealer dynamics


• Proven ability to operate in a fast-paced, high-volume environment with real-time decision-making responsibility


• Exceptional problem-solving skills with the ability to diagnose root causes across product, data, and operations


• Strong communication skills and comfort managing complex, sometimes escalated conversations


• Highly organized, detail-oriented, and able to manage multiple workstreams simultaneously


• Comfortable working cross-functionally with product, risk, operations, and technology teams across geographies

Our Team

Pagaya was founded in 2016 by seasoned research, finance, and technology entrepreneurs with our head quarters located in NYC and Tel Aviv. 

We move fast and smart, identifying new opportunities and building end-to-end solutions from AI models and unique data sources. Every Pagaya team member is solving new and exciting challenges every day in a culture based on partnership, collaboration, and community.

Join a team of builders who are working every day to enable better outcomes for our partners and their customers.

Our Values

• Continuously Learn- We challenge ourselves for the sake of getting better as individuals, as teams, and as an organization to deliver for our partners.


• Debate and Commit- We respectfully and openly debate to strengthen our ideas and build shared conviction - once we decide, we go all in, together.


• Dream Big and Act- We boldly tackle complex problems, pressure-test solutions in real-time, and adapt with speed and energy.


• Advance Inclusion- We create a world where everyone can win, designing systems that better represent people and generate sustainable value for our employees, partners and investors.


• Be Accountable Together- We proudly own our actions and our results, taking initiative to ensure our work gets over the finish line as a team.

More than just a job

We believe health, happiness, and productivity go hand-in-hand. That's why we're continually looking to enhance the ways we support you with benefits programs and perks that allow every Pagayan to do the best work of their life.