Customer Service Representative

DriveTime • Fort Worth, TX • 8h ago

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?

Responsibilities of the Job (Or Better Known as, Your Next Destination)

Collect past due payments and negotiate payment plans while maintaining positive relationship with customers. Create long term solutions to help customers maintain the quality of their loan while meeting or exceeding production goals.

Make inbound and outbound contact with customers regarding past-due balances (generally 1-60 days).

Educate, negotiate with, and build relationships with customers to influence them to make needed payments.

Effectively navigate multiple systems to review account information, process payments and accurately notate accounts regarding contact.

Utilize company resources to assist customers who are unable to make timely payments on their account to get back on the path to ownership.

Contact, or attempt contact with, customers who are delinquent.

Monitor and ensure regular follow up on all loan repayment agreements and analyze all customer accounts, Oversee all overdue accounts with help of automate systems and computers.

Assist customers with debt repayment plans; including modifications and deferments, Listen to customer's story and determine if debt can be collected.

Utilize computer systems to handle skip tracing.

Maintain positive working relationships with the Loan Servicing team .

Knowledge, Skills and Abilities (The Good Stuff)

Must stay within Fair Debt Collections Practice Act guidelines on all communication with customers.

Must be able to retain training instruction, implement feedback received, and adapt to any and all changes in processes, scripts, call flow, etc.

Must practice strict discretion when dealing with sensitive customer and account information.

Must be able to negotiate with customers, be familiar with and provide all applicable options and services available to them.

Must be able to stay calm during escalated calls and treat all customers respectfully and with empathy.

Must meet monthly Collection, Call Time, and Quality Assurance Goals.

Requirements (What You Need to Get the Job Done)

High School Diploma or GED.

2+ years of experience in collections, customer service, sales or retail industry.

Background in Metrics and Analytics desirable.

Ability to pass a drug test and a background check.

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!

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