Loan Advisor

DriveTime • Mesa, AZ

2d • Onsite

About The Position

DriveTime Family of Brands includes in-house financing and servicing through Bridgecrest, a leading financial servicing provider. Bridgecrest services approximately $25+ billion in finance receivables for DriveTime and other third parties, focusing on auto loans across a wide credit spectrum to facilitate vehicle ownership for customers.

This role involves collecting past-due payments, negotiating payment plans, and maintaining positive customer relationships. The Loan Advisor will create long-term solutions to help customers maintain their loan quality while meeting or exceeding production goals. This includes making inbound and outbound calls to customers regarding past-due balances (typically 1-60 days), educating them on options, and influencing them to make necessary payments. The position requires effective navigation of multiple systems to review account information, process payments, and accurately notate accounts. Loan Advisors will utilize company resources to assist customers in getting back on track with their payments and will monitor and follow up on all loan repayment agreements. They will also oversee overdue accounts with the assistance of automated systems and computers, and assist customers with debt repayment plans, including modifications and deferments. Skip tracing will be performed using computer systems, and positive working relationships with the Loan Servicing team will be maintained.

Requirements

• 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.
• 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.

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.

Benefits

• Medical, dental, and vision insurance
• 401(K)
• Company paid life insurance policy
• Short and long-term disability coverage
• Tuition Reimbursement
• Wellness Program
• Paid time off (for all full-time roles): wellness days, holidays, and personal time
• Vacation time (for part-timers)

What This Job Offers

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