Vendor Support Specialist

What’s Under the Hood DriveTime 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 DriveTime 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. That’s Nice, But What’s the Job? Responsibilities of the Job (Or Better Known as, Your Next Destination) 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 Knowledge, Skills and Abilities (The Good Stuff) 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 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 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 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. So What About the Perks? Perks matter Medical, dental, and vision, oh my! DriveTime Family of Brands covers a sizable amount of insurance premiums to ensure our employees receive top-tier healthcare coverage. But Wait, There’s More. 401(K), Company paid life insurance policy, short and long-term disability coverage to name a few. Growth Opportunities. You grow, I grow, we all grow! But seriously, DriveTime Family of Brands is committed to providing its employees with every opportunity to grow professionally with roughly over 1,000 employees promoted year over year. Tuition Reimbursement. We’re as passionate about your professional development as you are. With that, we’ll put our money where our mouth is. Wellness Program. Health is wealth! This program includes self-guided coaching and journeys, cash incentives and discounts on your medical premiums through engaging in fun activities! Gratitude is Green. We offer competitive pay across the organization, because, well… money matters! Game Room. Gimme a break – no, not a Kit Kat ad but we do have a ping-pong table, a pool table and other games if you ever need a break in your day. In-House Gym. We want our employees to be the best versions of themselves. So come early, take a break in your day, or finish strong with a workout! Enjoy Social Events? Bring it on. Rally with your team for festive gatherings, team competitions or just to hang out! We Care and Value YOU! Feel the love and let us treat you to company outings, personal rewards, amazing prizes & much more! Paid Time Off. Not just lip service: we work hard, to play hard! Paid time off includes (for all full-time roles) wellness days, holidays, and good ole' fashioned YOU time! For our Part-timers, don't fear you get some time too...vacation time is available - the more you work, the more you earn! Anything Else? Absolutely. DriveTime Family of Brands is Great Place to Work Certified! And get this: 90% of our rockstar employees say they feel right at home here. We could spend a lot of time having you read about ALL our awards, but we’ll save time (and practice some humility) just naming a few others; Comparably Awards: Best Company for Diversity, Best Company Culture and Best Company Leadership, oh and don’t forget Phoenix Business Journal Healthiest Employers (okay, we’ll stop there)! Hiring is contingent upon successful completion of our background and drug screening process. DriveTime is a drug-free, tobacco-free workplace and an Equal Opportunity Employer. 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! At the DriveTime Family of Brands, we don’t just sell cars - we create opportunities, improve lives, and have fun doing it. Through DriveTime, Bridgecrest, SilverRock, and GoFi, we’re shaking up the pre-owned car industry with fresh ideas, cutting-edge tech, and over 20 years of know-how. From matching the right customer with the right vehicle to making financing simple, we put people in the driver’s seat - literally. We’re headquartered in Tempe, AZ, and Dallas, TX, but our impact stretches nationwide. No matter where you are, you’ll find a team that works hard, laughs often, and celebrates big wins together. Think career growth with a side of camaraderie, innovation, and plenty of high-fives. If you’ve got DRIVE, love solving challenges, and want to make a real impact, your next adventure starts here. Buckle up - your career journey with us is about to take off! #LifeatDriveTime Hey Job Seekers: We want to make sure you’re safe while looking for your next opportunity with the DriveTime Family of Brands. We have been made aware of scams out there where people are pretending to be recruiters from our team. These scams might offer fake jobs, ask for your personal info, or even request payment, none of which is legit. Here’s what you need to know: We never charge fees at any point during hiring. Official emails from us will come from @drivetime.com or through our virtual assistant Emma olivia.alerts@paradox.ai. Job offers are only made after a formal interview and from an actual employee of DriveTime Family of Brands. How To Stay Safe: Don’t share your info with anyone who hasn’t been verified. If something feels off, reference the above to make sure you are communicating with our team. Apply through our official careers page: Careers. Don't share any banking information with anyone via a message or text. Thanks for keeping an eye out and helping us keep the DriveTime Family safe!