Loan Advisor

DriveTime•Mesa, AZ

1d•Onsite

About The Position

The Loan Advisor works for Bridgecrest, DriveTime Family of Brands’ in-house financing and servicing provider. Bridgecrest services approximately $25 billion or more in finance receivables for DriveTime and other third parties, servicing auto loans across a wide credit spectrum to help customers move toward vehicle ownership. The role contacts customers with past-due balances, generally 1–60 days delinquent, and works with them to resolve overdue payments while maintaining positive relationships and meeting production goals. Loan Advisors use company resources and computer systems to review accounts, process and document customer interactions, negotiate repayment solutions, and help customers get back on track. The position is onsite at 7465 E. Hampton Ave., Mesa, Arizona. The schedule may include early mornings, evenings, and Saturdays.

Requirements

High school diploma or GED.
At least 2 years of experience in collections, financial services, phone-based sales, customer service, or customer relations.
Pass a drug test and background check.
Follow Fair Debt Collection Practices Act guidelines in all customer communications.
Retain training instructions, implement feedback, and adapt to changes in processes, scripts, and call flow.
Exercise strict discretion with sensitive customer and account information.
Negotiate with customers and be familiar with and provide applicable options and services.
Remain calm during escalated calls and treat customers respectfully and empathetically.
Meet monthly collection, call-time, and quality-assurance goals.
Be able to work a flexible schedule that may include early mornings, evenings, and Saturdays.
Remain stationary for at least 75% of the time; occasionally move around the office and move objects weighing up to 20 pounds.
Frequently communicate and exchange accurate information with internal and external customers.
Have the visual acuity and manual dexterity needed to operate a computer and office equipment.

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 that encourage them to make needed payments.
Navigate multiple systems to review account information, process payments, and accurately document customer contact.
Use company resources to help customers who cannot make timely payments return to the path to vehicle 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.
Listen to customers’ circumstances and determine whether debt can be collected.
Use computer systems to perform skip tracing.
Maintain positive working relationships with the Loan Servicing team.

Benefits

Medical, dental, and vision insurance, with the company covering a sizable portion of premiums.
401(k).
Company-paid life insurance.
Short- and long-term disability coverage.
Professional growth and advancement opportunities.
Tuition reimbursement.
Wellness program with self-guided coaching, activities, cash incentives, and discounts on medical premiums.
Competitive pay.
Game room with ping-pong, pool, and other games.
In-house gym.
Social events, company outings, personal rewards, and prizes.
Paid time off for full-time roles, including wellness days, holidays, and personal time; part-time employees can earn vacation time based on hours worked.