General Summary: What business need does this position exist to fill?

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.  

Essential Job Functions: What will be required in the role?

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

Knowledge, Skills and Abilities (KSAs): What KSAs are required to perform this job?

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

Work Experience/Education: Minimum education and/or experience requirements necessary to perform this job

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.

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!

Hiring is contingent upon successful completion of our background check and drug screen process. DriveTime is a drug-free, tobacco-free workplace and an Equal Opportunity Employer.