Customer Service Representative (Part Time)

DriveTime•Fort Worth, TX

10d•Onsite

About The Position

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

High School Diploma or GED
2+ years of experience in collections, financial services, and/or phone-based sales, customer service or customer relations
Ability to pass a drug test and background check
Located on-site in our exciting contact center in Fort Worth, TX.

Nice To Haves

Contact center experience in the financial services industry preferred

Responsibilities

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
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.