Responsibilities of the Job (Or Better Known as, Your Next Destination)
This position involves managing deficiency balances on unsecured accounts and overseeing third-party vendors by tracking their performance, facilitating communications, and conducting regular reviews. Key duties include managing the onboarding of loans, monitoring vendor service level agreements, processing invoices, and providing updates on partner activities and account statuses. The position ensures optimal performance and compliance throughout the collection process and facilitates regular vendor touchpoints to address operational hurdles, enhance performance, and stay updated on industry changes.
- Assist with vendor inquiries regarding Deficiency Servicing
- Monitor vendor SLAs to ensure compliance, reporting and performance guidelines are met.
- Prepare and audit vendor invoices for accuracy and adherence to business expectations.
- Work within our servicing platform as the system of record for customer information, complaints, and debt disputes.
- Facilitate vendor touchpoints to address performance-related issues, operational hurdles, and discuss any changes in regulations or industry standards.
- Manage vendor inquiries and general media requests through third party portal.
- Process various system updates according to each individual vendor’s reporting.
- Meet quality control expectations and internal SLAs by accurately reviewing account closures for eligibility and complaint handling.
- Other duties as assigned
Knowledge, Skills and Abilities (The Good Stuff)
- Clear, concise and professional written and oral communications and interpersonal skills
- Comfortable with regulatory requirements and ability to identify risks based on defined process and procedures
- Strong time management and organizational skills, and ability to maintain a consistent and positive demeanor in a fast-paced work environment
- Strong negotiation and conflict management skills
- Ability to prioritize and multi-task to ensure the achievement of assigned performance objectives.
- Ability to effectively apply professional acumen and communication skills to favorably resolve issues escalated from internal and external customers
- Ability to drive departmental compliance with FDCPA requirements
- Knowledge of collection policies/procedures including skip tracing and the Fair Debt Collection Practices Act (FDCPA), and local state repossession law
- Self-motivated with strong decision-making capabilities; ability to self-start
- Ability to work in an accurate, detail-oriented and highly productive manner
Requirements (a.k.a. What You Need to Get the Job Done)
- High School Diploma, GED, or equivalent certification
- Experience with Microsoft Office such as Excel, Outlook and Word
- 2+ years of experience in loss mitigation, collections and/or financial services vendor management.
- Associate's degree or Bachelor's degree in business or related field may be used as a proxy for experience
Physical Demands
The Physical demands described within are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Must be able to remain in a stationary position at least 75% of the time.
- Occasionally move about inside the office to access file cabinets, office machinery, etc.
- Requires visual acuity and manual dexterity to constantly operate a computer and other office productivity machinery, such as a calculator, copy machine, and printer.
- Frequently communicate with internal and external customers. Must be able to exchange accurate information in these situations.
- This position could require moving objects up to 20 pounds.
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.
And when it comes to hiring, we don't just look for the right person for the job, we seek out the right person for DriveTime. Buckle up for plenty of opportunities to grow in a professional, fun, and high-energy environment!
Hiring is contingent upon successful completion of our background check and drug screen process. DriveTime is a drug-free, tobacco-free workplace and an Equal Opportunity Employer.