Support Specialist

1 week ago

Fort Worth, United States DriveTime Full time
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?

That‘s Nice, But What‘s the Job?

This position involves acting as a liaison between recovery vendors and skip recovery specialists with escalated questions, invoice accuracy, and discussions on service level agreements with vendors on contracted expectations. In addition, the role serves as an escalation for Vendor Support Coordinators to handle complex customer and recovery vendors to resolve complaint issues.

In long, you will:
  • Providing outstanding customer service to vendors for a business, ensuring satisfaction and high operational standards
  • Maintain 80% service level agreements in call queue and 90% QC monitoring score to ensure high quality standard
  • Review, audit and submit invoices for payment for repossession charges owed to recovery vendors
  • Meet defined internal agreements for paying invoices, researching invoice inaccuracy with vendor and cross functional partners
  • Partner with cross functional teams in Loss Mitigation and Vendor Support to research and support vendor complaint resolution
  • Follow-up with recovery vendors regarding contracted SLAs, performance trends and clarification on gray area scenarios
  • Handle escalated customer complaint claims due to repossession activity through customer calls and transfers from Vendor Support Coordinators, research and communication with recovery vendors and auctions
  • Work within our servicing platform as system of record for customer information and payment schedules
  • Performs other related duties as assigned


So What Kind of Folks Are We Looking for?
  • Excellent verbal and written communication skills. The ability to talk and write with confidence, charisma and competence for a wide variety of audiences including management.
  • Agile in a fast-past environment. We move, and we move quickly. Thriving in an environment that never stops, is a must.
  • A mind for the details. Okay we know ‘detail-oriented‘ is on about every job description - but we really mean it
  • Plays well with others. You will be working in a high-functioning team environment. We work together in order to win together.
  • Timely. We don‘t believe in being ‘fashionably late‘. You‘ll need to adhere to regular and predictable attendance.
  • Organization and time management skills in spades. You‘ll be handling multiple projects and deadlines that will require you to prioritize then re-prioritize then re-prioritize again.
  • Fantastic problem solver. Your job is not only to find the problem, but more importantly, find the solution.


The Specifics.
  • High School Diploma or GED required
  • Must be self-motivated with strong decision making and problem solving abilities
  • Must be comfortable working in a call center environment
  • Preferred vendor support and invoicing background
  • Professional and persuasive communication skills
  • Experience with Microsoft Office such as Excel, Outlook and Word2+ years of experience in collections, customer service, sales or retail industry


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
  • 15 Days of PTO and 8 Paid Holidays. Not just lip service: we work hard, to play hard.


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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