Collateral Recovery Performance Specialist

DriveTime•Fort Worth, TX

10h•Onsite

About The Position

This position works closely with recovery vendors to provide performance feedback and compliance with contracted expectations. Additionally, as a liaison you will assist vendors and skip recovery with questions, fee approvals, and serves as a liaison between vendor support and agencies to resolve complaint issues. Serve as main point of contact and assist with inquiries from our network of repossession vendors while ensuring confidentiality of the company’s operations, portfolio, customer information, and technology.

Requirements

High School Diploma, GED, or equivalent certification
Experience with Microsoft Office such as Excel, Outlook and Word
3+ years of experience in collections and/or loss mitigation; vendor management experience preferred
Associate degree or bachelor’s degree in business or related field may be used as a proxy for experience

Nice To Haves

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 programs and windows
Self-motivated with strong decision-making capabilities; ability to self-start
Ability to work in an accurate, detail-oriented and highly productive manner

Responsibilities

Provide guidance to recovery vendors regarding contracted SLAs, agency performance trends and communicate clarification on gray area scenarios
Review, approve, negotiate, or decline fees associated with repossession efforts within defined SLAs, and when necessary, escalate fees to management with business justification for approval
Conduct account level audits and facilitate monthly conversations with repossession vendors regarding their overall performance, invoicing concerns, complaints, and any compliance opportunities, etc.
Prepare reporting and facilitate monthly conversations with repossession vendors regarding their overall performance, invoicing concerns, complaints, and any compliance opportunities, etc.
Prepare monthly business review for presentation with vendors and internal stakeholders that provide a thorough assessment of the vendors performance in addition to recommendations
Facilitate onboarding process of new vendors, as well as create and execute policies and procedures
Resolve performance related issues/escalations associated with performance, invoicing, transportation, complaints, compliance, etc.
Partner with additional internal and external partners to offer support and ensure the recovery process is running efficiently
Other duties as assigned