Vendor Support Specialist

DriveTime•Fort Worth, TX

57d

About The Position

This position involves assisting recovery vendors with questions, invoicing, and feedback regarding contracted expectations. In addition, this is a customer facing role where the specialist serves as a liaison between the customer and vendors to resolve complaints and identify negative trends within the network. Create, review, audit, and submit invoices for payment to our recovery vendors for repossession charges owed Maintain schedule adherence and availability expectations ensuring we answer all inbound calls in a timely manner Handle customer complaint claims resulting from repossession activity through customer calls, research, and appropriate vendor communication Professionally communicate accurate information to customers, vendors, and third parties to resolve claims and invoice disparities Work independently with customers and vendors exhibiting critical thinking to problem solve and identify root cause of alleged claims to ensure satisfactory resolution withing SLAs Work within our servicing and accounting platforms as the system of record for customer information, vendor payment schedules, and invoice reconciliation Follow-up with recovery vendors regarding contracted SLAs, performance trends, and clarification on gray area scenarios Maintain 80% SLA in call queue and 90% QC monitoring score to ensure high quality standard Demonstrate empathy while acting as a single point of contact for customers and vendors to ensure we maintain the highest level of satisfaction by setting proper expectations during the resolution process Communicate identified trends regarding invoicing concerns or complaints to the appropriate department to ensure expectations are clearly communicated regarding performance Other duties as assigned

Requirements

High School Diploma, GED, or equivalent certification
Experience with Microsoft Office such as Excel, Outlook and Word
3+ years of experience in complaint resolution and/or loss mitigation; accounts payable, insurance or claims experience preferred

Nice To Haves

Associate degree or bachelor’s degree in business or related field may be used as a proxy for experience

Responsibilities

Assisting recovery vendors with questions, invoicing, and feedback regarding contracted expectations
Serve as a liaison between the customer and vendors to resolve complaints and identify negative trends within the network
Create, review, audit, and submit invoices for payment to our recovery vendors for repossession charges owed
Maintain schedule adherence and availability expectations ensuring we answer all inbound calls in a timely manner
Handle customer complaint claims resulting from repossession activity through customer calls, research, and appropriate vendor communication
Professionally communicate accurate information to customers, vendors, and third parties to resolve claims and invoice disparities
Work independently with customers and vendors exhibiting critical thinking to problem solve and identify root cause of alleged claims to ensure satisfactory resolution withing SLAs
Work within our servicing and accounting platforms as the system of record for customer information, vendor payment schedules, and invoice reconciliation
Follow-up with recovery vendors regarding contracted SLAs, performance trends, and clarification on gray area scenarios
Maintain 80% SLA in call queue and 90% QC monitoring score to ensure high quality standard
Demonstrate empathy while acting as a single point of contact for customers and vendors to ensure we maintain the highest level of satisfaction by setting proper expectations during the resolution process
Communicate identified trends regarding invoicing concerns or complaints to the appropriate department to ensure expectations are clearly communicated regarding performance
Other duties as assigned