What’s Under the Hood

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.

That’s Nice, But What’s the Job?

In short, as a Vendor Support Specialist, you will be involved in 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.  

In long, you will:

Review, audit, and submit invoices for payments associated with repossession charges owed to recovery vendors as well as research and resolve any vendor invoice escalationsHandle customer complaint claims due to repossession activity through customer calls, research and communication with recovery vendors and auctionsMeet defined internal SLAs for paying invoices to prevent any delays in our recovery effortsWork independently with customers and vendors exhibiting critical thinking to problem solve and identify root cause of alleged claims to ensure satisfactory resolution withing SLAsWork 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 scenariosMaintain 80% SLA in call queue and 90% QC monitoring score to ensure high quality standardDemonstrate 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 processCommunicate identified trends regarding invoicing concerns or complaints to the appropriate department to ensure expectations are clearly communicated regarding performancePerforms other related duties as assigned

So What Kind of Folks Are We Looking for? 

Clear, concise and professional written and oral communications and interpersonal skillsStrong time management and organizational skills, and ability to maintain a consistent and positive demeanor in a fast-paced work environmentStrong negotiation and conflict management skillsAbility to prioritize and multi-task to ensure the achievement of assigned performance objectivesAbility to effectively apply professional acumen and communication skills to favorably resolve issues escalated from internal and external customersAbility to drive departmental compliance with FDCPA requirementsKnowledge of collection policies/procedures and the Fair Debt Collection Practices Act (FDCPA), and local state repossession lawNavigate through multiple software windowsSelf-motivated with strong decision-making capabilities; ability to self-startAbility to work in an accurate, detail-oriented and highly productive manner

The Specifics. 

High School Diploma, GED, or equivalent certificationExperience with Microsoft Office such as Excel, Outlook and Word3+ years of experience in complaint resolution and/or loss mitigation; accounts payable, insurance or claims experience preferredAssociate degree or bachelor’s degree in business or related field may be used as a proxy for experience

Physical Requirements: The physical demands for this job

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 timeOccasionally 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 printerFrequently communicate with internal and external customers. Must be able to exchange accurate information in these situationsThis position could require moving objects up to 20 pounds

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.

So What About the Perks? Perks matter

Medical, dental, and vision, oh my! DriveTime Family of Brands covers a sizable amount of insurance premiums to ensure our employees receive top-tier healthcare coverage. But Wait, There’s More. 401(K), Company paid life insurance policy, short and long-term disability coverage to name a few.Growth Opportunities. You grow, I grow, we all grow!  But seriously, 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.Tuition Reimbursement. We’re as passionate about your professional development as you are. With that, we’ll put our money where our mouth is.Wellness Program. Health is wealth! This program includes self-guided coaching and journeys, cash incentives and discounts on your medical premiums through engaging in fun activities!Gratitude is Green.  We offer competitive pay across the organization, because, well… money matters!Game Room. Gimme a break – no, not a Kit Kat ad but we do have a ping-pong table, a pool table and other games if you ever need a break in your day.In-House Gym. 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!Enjoy Social Events? Bring it on. Rally with your team for festive gatherings, team competitions or just to hang out! We Care and Value YOU! Feel the love and let us treat you to company outings, personal rewards, amazing prizes & much more! Paid Time Off. Not just lip service: we work hard, to play hard!  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!

Anything Else?  Absolutely.

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 (okay, we’ll stop there)!

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!