Senior Coordinator, Credit & Collections

CarMax • Richmond, VA

4d • Onsite

About The Position

The Senior Coordinator, Accounts Receivable – Compliance (Contract Resolution) supports CarMax’s Accounting organization by managing complex receivables, analyzing outstanding amounts, and carrying out collection strategies in accordance with federal, state, and local collection laws. With minimal guidance, the role determines appropriate actions to recover funds related to financed contracts, returned checks, unrecorded liens, and other recovery items, using discretion and independent judgment to protect CarMax from financial and compliance risk.

The role communicates sensitive information, collaborates with internal and external partners, and contributes to team development through coaching. It also supports Accounting by analyzing advanced collection matters, identifying root causes, determining compliant next steps, and contributing to process improvements and cross-functional initiatives.

Requirements

• High school diploma or equivalent.
• At least 3 years of business-related experience.
• At least 2 years of account reconciliation experience.
• Intermediate Microsoft Excel skills, including filtering, VLOOKUP, subtotals, shortcuts, and pivot tables.
• Proficiency in Microsoft Word, PowerPoint, Teams, and Outlook.
• Ability to engage with customers, understand their needs, and deliver on commitments with a customer-focused approach.
• Self-starter with strong results orientation, analytical skills, and attention to detail.
• Effective communication skills, including the ability to convey complex information clearly through multiple channels.
• Ability to resolve escalated issues thoughtfully, professionally, and in a timely manner.
• Strong relationship-building skills with internal and external business partners.
• Logical judgment to determine appropriate actions using experience and available resources, and to recognize when leadership involvement is appropriate.
• Ability and willingness to adapt to change while maintaining accuracy and professionalism.

Nice To Haves

• Bachelor’s degree in business.
• At least 2 years of collections or customer service experience involving direct customer interaction.
• Knowledge of FDCPA, TCPA, and/or SCRA.
• Strong accounting skills and knowledge of GAAP.
• Experience with cloud ERP platforms such as Oracle.
• Experience managing accounts receivable or accounts payable.

Responsibilities

• Conduct collection activities through customer phone calls and written communications, and accurately document actions.
• Communicate complex and sensitive collection strategies to vendors and internal partners, including Field Leadership, Accounting, Legal, Finance Support, Asset Protection, Customer Relations, and CarMax Auto Finance.
• Analyze and document new collection accounts, identify root causes, and determine appropriate next steps.
• Recommend and implement process improvements based on root cause analysis across Business Operations, Sales Operations, Financial Services, and Asset Protection.
• Execute collection strategies in compliance with federal, state, and local regulations and CarMax policies.
• Conduct skip tracing research to locate customers or assets and develop collection approaches.
• Perform general ledger tasks, including account reconciliations and journal entries.
• Review collection letters and provide feedback.
• Coach team members and support cross-functional initiatives.

Benefits

• Eligible associates can accrue up to 48 hours of paid sick time per year.
• Eligible associates receive 80 to 200 hours of vacation time per year after a 90-day waiting period, depending on years of continuous service.
• Eligible associates receive 8 hours of pay for each of 6 scheduled paid holidays per year, plus 1 floating holiday.
• Holiday Premium Pay may apply when an eligible associate works on a scheduled holiday due to business need.
• Full-time salaried associates receive paid time away as needed for sick time, vacation, bereavement, jury duty, holidays, and floating holidays, subject to manager approval.
• May be eligible for bonus and equity.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED