Loan Advisor

DriveTime • Fort Worth, TX

3d • Onsite

About The Position

The Loan Advisor collects past-due payments and negotiates payment plans while maintaining positive customer relationships. The role focuses on creating long-term solutions that help customers maintain their loans and meet or exceed production goals. Advisors make inbound and outbound contact regarding past-due balances, generally 1–60 days overdue; explain available options; process payments; document account contacts; and use company resources to help customers return to a path toward vehicle ownership. The position also involves following up on repayment agreements, reviewing overdue accounts, assisting with repayment plans such as modifications and deferments, determining whether debt can be collected, and using computer systems for skip tracing. Loan Advisors maintain positive working relationships with the Loan Servicing team and meet monthly collection, call-time, and quality-assurance goals.

This is an on-site role at 15001 Trinity Blvd, Fort Worth, TX 76155. The work requires adherence to the Fair Debt Collection Practices Act, discretion with sensitive information, empathy and professionalism during escalated calls, and the ability to adapt to training, feedback, and changing processes. The schedule may be flexible and include early mornings, evenings, and Saturdays.

DriveTime Family of Brands describes a high-energy workplace with opportunities for professional growth. Hiring is contingent on successfully completing background and drug screening. The company 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 comply with Fair Debt Collection Practices Act guidelines in all customer communications.
• Ability to retain training instructions, implement feedback, and adapt to changes in processes, scripts, and call flows.
• Strict discretion when handling sensitive customer and account information.
• Ability to negotiate with customers and provide applicable options and services.
• Ability to remain calm during escalated calls and treat customers respectfully and empathetically.
• Ability to pass a drug test and background check.
• Ability to work on-site at 15001 Trinity Blvd, Fort Worth, TX 76155.
• Ability to work a flexible schedule that may include early mornings, evenings, and Saturdays.
• Ability to remain stationary at least 75% of the time.
• Ability to move objects weighing up to 20 pounds at times and 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 machinery.

Nice To Haves

• Contact center experience in the financial services industry.

Responsibilities

• Collect past-due payments and negotiate payment plans while maintaining positive relationships with customers.
• Create long-term solutions that help customers maintain the quality of their loans while meeting or exceeding production goals.
• Make inbound and outbound contact with customers regarding 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 contact.
• 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.
• Monitor and follow up on loan repayment agreements and analyze customer accounts.
• Oversee overdue accounts using automated systems and computers.
• Assist customers with debt repayment plans, including modifications and deferments, and determine 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.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401(k)
• Company-paid life insurance
• Short- and long-term disability coverage
• Professional growth opportunities
• Tuition reimbursement
• Wellness program with self-guided coaching, wellness journeys, cash incentives, and medical premium discounts
• Competitive pay
• Game room with ping-pong, pool, and other games
• In-house gym
• Social events and team activities
• Company outings, personal rewards, and prizes
• Paid time off, including wellness days, holidays, and vacation time

What This Job Offers

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