Administrative Support Specialist I - Titles

Position Description

Under limited supervision, responsible for processing and/or reconciling work requests and working accounts for vehicles financed through CarMax Auto Finance. Receiving calls and/or making phone calls to customers, vendors, and/or CarMax stores regarding customer paperwork or requested account updates. Required to comply with all applicable state regulations while completing assigned tasks.


  • Answer inbound and/or make outbound phone calls to address questions, or assist customers, CarMax stores, vendors or third parties (retitling, remarketing titles) LNR (lien not recorded) with DealerTrack (title vendor) and repurchases with CarMax stores)
  • Work account queues, process account updates, and/or process customer paperwork in accordance with assigned rotations and service levels (retitling, remarketing titles and LNR using CAMS, CBS, PeopleSoft, and Deals database)
  • Review and evaluate customer accounts, work requests, or paperwork and determine follow-up steps required based on expectations and documented policies and procedures
  • Process state required customer notices, third party requests; reviewing and validating supporting documentation (LNR and retitling letters and documentation, repo affidavits)
  • Communicate with CarMax store personnel, customers, vendors or third parties to obtain supporting documentation and/or correct errors
  • Annotate accounts in company databases to document interactions with the customers, CarMax store personnel, vendors or third parties (CAMS, CBS, PeopleSoft, DealerTrack website)
  • Generate and maintain department reporting.
  • Perform above functions within department expectations/metrics
  • Understand and adhere to company policies and procedures
  • Work with other departments/personnel where necessary to resolve customer and/or account issues (Customer Service and other internal departments)
  • Special projects and/or duties as assigned

Position Requirements


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Demonstrate adaptability and flexibility by embracing change.
  • Proven organization and time management skills.
  • Ability to work in a team environment.
  • Multi-task in a high energy and fast-pace work environment.
  • Execute basic typing skills to include minimum speed and accuracy requirements.
  • Execute basic computer skills.
  • Apply a common sense understanding in order to carry out simple verbal or written instructions.
  • Perform to minimum data entry standards.
  • Complete CarMax provided training as required.
  • Understand and adhere to company policies and procedures
  • Speak and listen effectively in dealing with customers, vendors, third parties, and stores
  • Customer service oriented.


  • Basic working knowledge of Microsoft Word and Excel.
  • High School diploma/GED.
  • Six months related experience/training.


  • Pleasant but fast paced office environment.
  • Direction provided by more than one supervisor.
  • Numerous distractions and disruptions due to incoming communication.
  • Casual company dress code.

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