Loan Advisor

DriveTime • Fort Worth, TX

2d • Onsite

About The Position

The Loan Advisor works with customers who are past due on their auto loans, generally 1–60 days, to collect payments and negotiate repayment plans while maintaining positive customer relationships. The role focuses on finding long-term solutions that help customers maintain the quality of their loans and continue toward vehicle ownership while meeting or exceeding production goals. The position is on-site at 15001 Trinity Blvd, Fort Worth, TX 76155. It may require a flexible schedule, including 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.
• 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 work a flexible schedule, including early mornings, evenings, and Saturdays.
• Ability to remain in a stationary position at least 75% of the time.
• Ability to move objects weighing up to 20 pounds.
• 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 relationships with customers.
• Create long-term solutions to help customers maintain the quality of their loans while meeting or exceeding production goals.
• Make inbound and outbound contacts with customers regarding past-due balances, generally 1–60 days.
• Educate and negotiate with customers, and build relationships to influence them to make required 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 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.
• Listen to customers’ circumstances 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.
• Follow Fair Debt Collections Practice Act guidelines and maintain discretion when handling sensitive customer and account information.
• Remain calm during escalated calls and treat customers respectfully and empathetically.

Benefits

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

What This Job Offers

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