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

Each year, CarMax Auto Finance (CAF), in Kennesaw, GA, helps hundreds of thousands of customers with vehicle financing. We strive for a simple and seamless experience by offering fast 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 vehicle ownership. In this position, 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.

This position offers a hybrid work arrangement (partial remote and partial in office) after 90 days and successful performance in role. In addition, a shift differential is offered to associates working evening and weekend shifts!

What you will do

• Answer inbound and/or make outbound customer calls and probe for root cause of the customer’s non-payment situation and negotiate creative solutions to allow the customer to redeem or retain their vehicle. Position could require additional specialty call types as volume dictates

• Complete account research and follow up through vendor websites, company systems and repossession/remarketing documentation to determine next action steps per company policy and verify services completed

• Complete vehicle releases through the review of repossession and remarketing documentation and, obtain, verify and retain requirements for reinstatement/redemption of the customers vehicle

• Resolve elevated customer concerns including research with CarMax Stores, outside vendors and third parties as it pertains to the reinstatement, redemption or return of a customer’s vehicle

• Processing payments and account adjustments in accordance with company policies. (ex: offering payment extensions, assessing repossession/remarketing related fees)

Improve customer experience with every interaction

Connect with customers who have vehicles financed through CarMax Auto Finance who have fallen behind in their payments and their vehicle has been repossessed or voluntarily surrendered. Evaluate and determine appropriate next steps on an account and coordinate efforts with vendors, CarMax stores, customers and third parties as it pertains to the reinstatement, redemption or return of vehicle to the customer. The goal of each Retention Representative is to facilitate the customer making necessary payments and/or fulfill company requirements to reinstate/redeem their vehicle or determine the need for the customer to surrender the vehicle to CarMax. A successful candidate for this role is flexible, has strong problem-solving skills, a strong desire to provide exceptional customer service and can employ creative negotiating skills.

Qualifications and Requirements

• High School diploma/GED and six months related experience/training

• Speak and listen effectively via the phone when working with customers, vendors, third parties, and CarMax stores.

• Ability to identify root causes, determine the best course of action following company policy and procedure and bring issues to closure.

• Work a flexible schedule to include evenings, weekends and some holidays

• Basic working knowledge and navigation of computer systems and programs

About CarMax

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

Our amazing 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 are one 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, religion, sex, sexual orientation, gender identity, genetic information, national origin, protected veteran status, disability status, or any other characteristic protected by law.

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