Loan Advisor

DriveTime • Mesa, AZ

3d • Onsite

About The Position

The Loan Advisor collects past-due payments and negotiates repayment plans while maintaining positive relationships with customers. The role focuses on creating long-term solutions that help customers maintain their loans and move toward vehicle ownership, while meeting or exceeding production goals. The advisor handles accounts generally 1–60 days past due, makes inbound and outbound customer contacts, reviews account information, processes payments, documents interactions, and uses company resources and computer systems to assist customers, including through skip tracing and repayment options such as modifications and deferments. The position is onsite at 7465 E. Hampton Ave., Mesa, AZ 85209. The work may require a flexible schedule that includes early mornings, evenings, and Saturdays.

The Loan Advisor must follow Fair Debt Collection Practices Act guidelines, protect sensitive customer information, adapt to training and process changes, and communicate with empathy and professionalism, including during escalated calls. Performance is measured against monthly collection, call-time, and quality-assurance goals.

DriveTime Family of Brands offers medical, dental, and vision coverage, a company-paid life insurance policy, short- and long-term disability coverage, a 401(k), tuition reimbursement, a wellness program, paid time off for full-time roles, and opportunities for professional growth. Onsite amenities include a game room and an in-house gym, and the company also offers social events, outings, rewards, and prizes. Hiring is contingent on successful completion of background and drug screening. DriveTime is a drug-free, tobacco-free workplace and an Equal Opportunity Employer.

Requirements

• High school diploma or GED.
• At least 2 years of experience in collections, financial services, phone-based sales, customer service, or customer relations.
• Ability to pass a drug test and background check.
• Ability to retain training instructions, implement feedback, and adapt to changes in processes, scripts, and call flow.
• Ability to negotiate with customers and provide applicable options and services.
• Ability to remain calm during escalated calls and treat customers respectfully and with empathy.
• Ability to meet monthly collection, call-time, and quality-assurance goals.
• Ability to remain stationary for at least 75% of the time.
• Ability to move objects weighing up to 20 pounds at times.
• Ability to occasionally move around the office to access file cabinets and office machinery.
• Ability to communicate frequently with internal and external customers and exchange accurate information.
• Visual acuity and manual dexterity to operate a computer and office productivity equipment, including a calculator, copy machine, and printer.

Nice To Haves

• Contact center experience in the financial services industry.

Responsibilities

• Collect past-due payments and negotiate payment plans while maintaining positive customer relationships.
• Create long-term solutions to help customers maintain the quality of their loans while meeting or exceeding production goals.
• Make inbound and outbound contact with customers about past-due balances, generally 1–60 days overdue.
• Educate and negotiate with customers, building relationships to encourage needed payments.
• Navigate multiple systems to review account information, process payments, and accurately document customer contacts.
• Use company resources to assist customers who cannot make timely payments and help them get back on the path to ownership.
• Contact, or attempt to contact, delinquent customers.
• Follow up on loan repayment agreements and analyze customer accounts, using automated systems and computers to oversee overdue accounts.
• Assist customers with debt repayment plans, including modifications and deferments, and assess whether debt can be collected.
• Use computer systems for skip tracing.
• Maintain positive working relationships with the Loan Servicing team.
• Meet monthly collection, call-time, and quality-assurance goals.
• Follow Fair Debt Collection Practices Act guidelines in all customer communications and protect sensitive customer and account information.

Benefits

• Medical insurance coverage, with the company covering a sizable amount of premiums.
• Dental insurance coverage, with the company covering a sizable amount of premiums.
• Vision insurance coverage, with the company covering a sizable amount of premiums.
• 401(k).
• Company-paid life insurance policy.
• Short- and long-term disability coverage.
• Tuition reimbursement.
• Wellness program with self-guided coaching and journeys, cash incentives, and discounts on medical premiums.
• Paid time off for full-time roles, including wellness days, holidays, and personal time.
• Onsite game room with a ping-pong table, pool table, and other games.
• In-house gym.
• Social events, company outings, personal rewards, and prizes.
• Opportunities for professional growth and advancement.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED