Vendor Support Specialist

What’s Under the Hood

Drive Time Family of Brands includes in-house financing and servicing through Bridgecrest, which is one of the country’s leading financial servicing providers. Bridgecrest services roughly $17 billion in finance receivables for Drive Time and other third parties. We service auto loans across a wide credit spectrum with the intent of creating a strong path to vehicle ownership for our customers.

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

• Clear, concise and professional written and oral communications and interpersonal skills
• 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 and the Fair Debt Collection Practices Act (FDCPA), and local state repossession law
• Navigate through multiple software windows
• Self-motivated with strong decision-making capabilities; ability to self-start
• Ability to work in an accurate, detail-oriented and highly productive manner

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

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…