Job Description

Resolve customer issues while working for an industry leader

Each year, CarMax Auto Finance (CAF) helps more than 300,000 customers with their vehicle financing. We strive for a simple and seamless experience by offering fast, on-site financing, competitive terms, and convenient payment methods. Our teams understand that the purchase of a vehicle is just the beginning, and we’re committed to being there throughout every step and milestone of the vehicle ownership.  As a Representative II for Post Charge Off Repossessions, you will have the opportunity to actively engage with our customers and fulfill the promise to our customers to make every experience an iconic one.  This position offers a unique opportunity to educate our customers on their accounts, to encourage keeping payments current and to communicate the impact of customer decisions on his/her credit.  Working with new and existing customers in fulfilling the promise of CarMax to assist customers every step of the way.

What you’ll do

Take incoming/make outbound collection calls to educate customers regarding their account, finance charges accruals, late fees, credit reporting, charge off, payment options, account management options with the goal to secure a payment.
Verify customer information on account is correct and update as necessary.  Process customer payments via inter-company account management systems.
Utilize on-line systems and other resources to perform skip trace work, select and submit accounts for repossession review, work with customers and/or service providers to resolve accounts in repossession status.
Work with other departments/personnel where necessary to resolve customer issues and perform functions within department expectations/metrics.

Improve customer experience with every interaction

Under limited supervision, this associate will interact daily with customers assisting them in making payments for accounts that are past due up to and beyond charge off.  This person will need to be flexible with strong problem-solving skills, with an emphasis on customer service.  Strong written and verbal communications skills will be a must in this position, as well as the ability to handle stressful interactions with customers.    

Qualifications and requirements

High school diploma and 6 – 12 months late-stage collections experience
Basic computer and typing skills including minimum accuracy requirements.
Multi-task in a high energy standard office environment.
Speak and listen effectively with CarMax customers via phone, using a variety of talk offs to convince the customer to make a payment.
Ability to recognize problems, resolve or escalate as needed.