Vendor Support Specialist

Job Opportunity at DriveTime Family of Brands

DriveTime Family of Brands includes in-house financing and servicing through Bridgecrest, which is one of the country's leading financial servicing providers. Bridgecrest services roughly $17 billion in finance receivables for DriveTime and other third parties. We service auto loans across a wide credit spectrum with the intent of creating a strong path to vehicle ownership for our customers.

Responsibilities of the Job

This position involves assisting recovery vendors with questions, invoicing, and feedback regarding contracted expectations. In addition, this is a customer facing role where the specialist serves as a liaison between the customer and vendors to resolve complaints and identify negative trends within the network.

• Create, review, audit, and submit invoices for payment to our recovery vendors for repossession charges owed
• Maintain schedule adherence and availability expectations ensuring we answer all inbound calls in a timely manner
• Handle customer complaint claims resulting from repossession activity through customer calls, research, and appropriate vendor communication
• Professionally communicate accurate information to customers, vendors, and third parties to resolve claims and invoice disparities
• Work independently with customers and vendors exhibiting critical thinking to problem solve and identify root cause of alleged claims to ensure satisfactory resolution within SLAs
• Work within our servicing and accounting platforms as the system of record for customer information, vendor payment schedules, and invoice reconciliation
• Follow-up with recovery vendors regarding contracted SLAs, performance trends, and clarification on gray area scenarios
• Maintain 80% SLA in call queue and 90% QC monitoring score to ensure high quality standard
• Demonstrate empathy while acting as a single point of contact for customers and vendors to ensure we maintain the highest level of satisfaction by setting proper expectations during the resolution process
• Communicate identified trends regarding invoicing concerns or complaints to the appropriate department to ensure expectations are clearly communicated regarding performance
• Other duties as assigned

Knowledge, Skills and Abilities

Clear, concise and professional written and oral communications and interpersonal skills. Strong time management and organizational skills, and ability to maintain a consistent and positive demeanor in a fast-paced work environment. Strong negotiation and conflict management skills. Ability to prioritize and multi-task to ensure the achievement of assigned performance objectives. Ability to effectively apply professional acumen and communication skills to favorably resolve issues escalated from internal and external customers. Ability to drive departmental compliance with FDCPA requirements. Knowledge of collection policies/procedures and the Fair Debt Collection Practices Act (FDCPA), and local state repossession law. Navigate through multiple software windows. Self-motivated with strong decision-making capabilities; ability to self-start. Ability to work in an accurate, detail-oriented and highly productive manner.

Requirements

High School Diploma, GED, or equivalent certification. Experience with Microsoft Office such as Excel, Outlook and Word. 3+ years of experience in complaint resolution and/or loss mitigation; accounts payable, insurance or claims experience preferred. Associate degree or bachelor's degree in business or related field may be used as a proxy for experience.

Physical Demands

The Physical demands described within are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to remain in a stationary position at least 75% of the time.
• Occasionally move about inside the office to access file cabinets, office machinery, etc.
• Requires visual acuity and manual dexterity to constantly operate a computer and other office productivity machinery, such as a calculator, copy machine, and printer.
• Frequently communicate with internal and external customers. Must be able to exchange accurate information in these situations.
• This position could require moving objects up to 20 pounds.

Perks

DriveTime Family of Brands covers a sizable amount of insurance premiums to ensure our employees receive top-tier healthcare coverage. 401(K), Company paid life insurance policy, short and long-term disability coverage to name a few. DriveTime Family of Brands is committed to providing its employees with every opportunity to grow professionally with roughly over 1,000 employees promoted year over year. We'll put our money where our mouth is with tuition reimbursement. This program includes self-guided coaching and journeys, cash incentives and discounts on your medical premiums through engaging in fun activities! We offer competitive pay across the organization, because, well… money matters! We do have a ping-pong table, a pool table and other games if you ever need a break in your day. We want our employees to be the best versions of themselves. So come early, take a break in your day, or finish strong with a workout! Rally with your team for festive gatherings, team competitions or just to hang out! Feel the love and let us treat you to company outings, personal rewards, amazing prizes & much more! Paid time off includes (for all full-time roles) wellness days, holidays, and good ole' fashioned YOU time! For our Part-timers, don't fear you get some time too...vacation time is available - the more you work, the more you earn!

Recognition

DriveTime Family of Brands is Great Place to Work Certified! And get this: 90% of our rockstar employees say they feel right at home here. We could spend a lot of time having you read about ALL our awards, but we'll save time (and practice some humility) just naming a few others; Comparably Awards: Best Company for Diversity, Best Company Culture and Best Company Leadership, oh and don't forget Phoenix Business Journal Healthiest Employers.

Hiring is contingent upon successful completion of our background and drug screening process. DriveTime is a drug-free, tobacco-free workplace and an Equal Opportunity Employer. And when it comes to hiring, we don't just look for the right person for the job, we seek out the right person for DriveTime. Buckle up for plenty of opportunities to grow in a professional, fun, and high-energy environment!