Early Collections Representative

CarMax•Atlanta, GA

11d•$17 - $24•Hybrid

About The Position

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.

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 escalate as needed, including using a variety of talk offs to influence the customer to make a payment to keep the account current.

Responsibilities

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.
Balance the needs of our customers with meeting the metrics and expectations of your position.
Effectively resolve customer issues, while helping CarMax Auto Finance to meet their bottom line and performing all tasks in accordance with applicable policies/laws.