Customer Service Representative (Part Time)

DriveTime•Fort Worth, TX

2d•Onsite

About The Position

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. 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. The first 8 days of training will be Monday through Friday 8am - 5pm. After the 8 days, training will move to part time. Flexible part time schedule once training completed, with shifts from 9am - 1pm or 1pm - 5pm, with full Saturdays from 8am - 5pm. DriveTime Family of Brands covers a sizable amount of insurance premiums to ensure our employees receive top-tier healthcare coverage. 401(K), Company paid life insurance policy, short and long-term disability coverage to name a few. 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. Wellness Program. Gratitude is Green. Game Room. In-House Gym. Enjoy Social Events? Bring it on. We Care and Value YOU! Paid Time Off. 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. Comparably Awards: Best Company for Diversity, Best Company Culture and Best Company Leadership, oh and don’t forget Phoenix Business Journal Healthiest Employers! 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! At the DriveTime Family of Brands, we don’t just sell cars - we create opportunities, improve lives, and have fun doing it. Through DriveTime, Bridgecrest, SilverRock, and GoFi, we’re shaking up the pre-owned car industry with fresh ideas, cutting-edge tech, and over 20 years of know-how. From matching the right customer with the right vehicle to making financing simple, we put people in the driver’s seat - literally. We’re headquartered in Tempe, AZ, and Dallas, TX, but our impact stretches nationwide. No matter where you are, you’ll find a team that works hard, laughs often, and celebrates big wins together. Think career growth with a side of camaraderie, innovation, and plenty of high-fives. If you’ve got DRIVE, love solving challenges, and want to make a real impact, your next adventure starts here. Buckle up - your career journey with us is about to take off! We want to make sure you’re safe while looking for your next opportunity with the DriveTime Family of Brands. We have been made aware of scams out there where people are pretending to be recruiters from our team. These scams might offer fake jobs, ask for your personal info, or even request payment, none of which is legit. Here’s what you need to know: We never charge fees at any point during hiring. Official emails from us will come from @drivetime.com or through our virtual assistant Emma [email protected]. Job offers are only made after a formal interview and from an actual employee of DriveTime Family of Brands. How To Stay Safe: Don’t share your info with anyone who hasn’t been verified. If something feels off, reference the above to make sure you are communicating with our team. Apply through our official careers page: Careers. Don't share any banking information with anyone via a message or text. Thanks for keeping an eye out and helping us keep the DriveTime Family safe!

Requirements

High School Diploma or GED
2+ years of experience in collections, financial services, and/or phone-based sales, customer service or customer relations
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.
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