Early Collections Representative

CarMax Business Services; Kennesaw (GA); Hybrid; USD 24,000 - 34,000; Full time

Benefits offered by this job

Paid sick time

Vacation time

Holidays

Job summary

CarMax Auto Finance is seeking a customer-focused agent to resolve questions and collect on past due accounts. This role features a hybrid work arrangement after 90 days and requires strong communication, empathy, and the ability to educate customers about options and consequences.

You will make outbound and inbound calls, document interactions, and collaborate with other departments to resolve customer concerns while maintaining policy compliance.

Qualifications

• High school diploma or 1 month related experience/training.
• Basic to moderate computer knowledge and keyboard skills.
• Multitask in a high energy standard office environment.
• Speak and listen effectively with customers via phone.
• Ability to influence customers to make a payment to keep the account current.

Responsibilities

• Make outbound collection calls and handle inbound calls to encourage payments on past due accounts.
• Educate customers about their account, charges, fees, credit reporting, and payment options.
• Annotate accounts in inter-company systems to document interactions.
• Inform customers of account status and influence payment actions.
• Collaborate with other departments to resolve customer concerns.

Skills

Customer service

Phone etiquette

Multitasking

Communication

Education

High school diploma

Tools

Inter-company systems

Job description

9002 - Carmax Auto Finance - 225 Chastain Meadows Ct NW, Kennesaw, Georgia, 30144

CarMax, the way your career should be!

Resolve customer issues while working for an industry leader

At CarMax Auto Finance we put the needs of our customers first, while helping to make the car buying experience better. Exceptional customer service is at the heart of everything we do and drives CarMax to be industry leaders. You’ll work with different departments and teams to help resolve customer questions/issues, and help to influence and educate customers on their account. In this role you will work with our customers to ensure their car buying experience has been an excellent one and keep CarMax as the company of choice for car buying. This is a hybrid work arrangement after 90 days and successful performance in role.

What you’ll do

• Make outbound collection calls in addition to taking incoming calls to/from customers and influence customers to make payments on the past due account.
• Educate customers regarding their account, finance charges accruals, late fees, credit reporting, payment options and account management options all while annotating accounts in inter-company systems to document all interactions.
• Advise customers of the status of their account by reviewing account information and influencing customers to make payments on the account.
• Work with other departments/personnel where necessary to resolve customer concerns.
• Perform the above functions while meeting department expectations.

Improve customer experience with every interaction

Empathy with our customers, and transparency in every interaction are vital to your success. From dealing with complex customer issues to posting payments, you will balance the needs of our customers with meeting the metrics and expectations of your position. You will effectively resolve customer issues, while helping CarMax Auto Finance to meet their bottom line and performing all tasks in accordance with applicable policies/laws.

Qualifications and requirements

• High school diploma or 1 month related experience/training.
• Basic to moderate computer knowledge and keyboard skills including minimum accuracy requirements.
• Multi-task in a high energy standard office environment.
• Speak and listen effectively with CarMax customers via phone and tolerate stressful interactions with customers.
• Ability to recognize problems, resolve or escape as needed, including using a variety of talk offs to influence the customer to make a payment to keep the account current.

About CarMax

CarMax disrupted the auto industry by delivering the honest, transparent, and high-integrity experience customers want and deserve. This innovative thinkingaround the way cars are bought and soldhas helped us become the nation’s largest retailer of used cars, with over 200 locations nationwide.

Ouramazing team of more than 25,000 associates work together to deliver iconic customer experiences.Along the way,we help every associate grow their career and achieve their best, at work and in their community. We are recognized for our commitment to training and diversity and areone of the FORTUNE 100 Best Companies to Work For®.

CarMax is an equal opportunity employer, and all qualified candidates will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, genetic information, national origin, protected veteran status, disability status, or any other characteristic protected by law.

The hourly rate for this position is:

$17.40 - $24.40

Benefits:

Except as otherwise required by state law, CarMax Associates are entitled to the following paid sick, vacation, and holiday time.

Associates that are considered full-time hourly or commission/incentive eligible:

• To earn up to 48 hours of sick time per year accrued on a per pay period basis and between 80 hours and 200 hours per year of vacation time after a 90 day waiting period depending on years of continuous service with the Company.
• For 8 hours of pay for each of a total of 6 paid scheduled holidays per year plus 1 floating holiday. If such an Associate does work on a scheduled holiday due to business need, they are eligible for Holiday Premium Pay.

Associates considered full‑time salaried are entitled to paid time away with no specified limit as needed for sick, vacation, bereavement, jury duty, holidays, floating holiday, etc. subject to manager approval.

For more details about benefits, please visit our CarMax Benefits website.

Upon an applicant's request, CarMax will consider reasonable accommodation to complete the CarMax Job Application