Customer Service Representative Level I

Position Description

CarMax has been a Fortune "100 Best Companies to Work For since 2005", was awarded a 2016 Top Workplaces honor by The Atlanta Journal Constitution and ranked 5th of Atlanta's top 25 large companies, and Training magazine's "Top 125 Training Companies" 2008-2015. Our culture is built upon the values of respect, integrity and transparency, and we live these values every day in how we treat our Customers and our Associates.

SUMMARY:

The Early Collections Specialist is responsible for contacting our customers at all delinquency levels to build rapport, update account information, and establish good lines of communication between CarMax Auto Finance and its customers. The team will manually work accounts specified in their queue but will not collect on account balances. Upon receiving mobile consent, the customer will be transferred to the department responsible for handling the account.

KEY RESPONSIBILITIES:

Make outbound collection calls to customers and influence and negotiate with customers to make payments on the past due account.

Take incoming phone calls from customers and answer customer questions regarding his/her account and influence customers to make payments on past due accounts.

Verify customer information on account is correct and update as necessary using computer screens.

Advise customers of the status of their account (paid current or past due) by reviewing account information on collections system.

Educate customers regarding their account, interest accruals, late fees, credit reporting, payment options and account management options.

Process customer payments via inter-company computer systems.

Annotate accounts in inter-company systems to document all interactions with the customer.

Understand and adhere to company policies and procedures including collection policies/laws.

Work with other departments/personnel where necessary to resolve customer questions/issues.

Perform above functions within department expectations/metrics.

After training, the Early Collections Specialist will join the Contact Verification Project. After completing the Contact Verification Project, associates will go through an abbreviated Early Collections New Hire Training course.

Contact Verification Key Responsibilities:

Place outbound calls manually to customers and build rapport.

Obtain consent to contact customers on their mobile numbers (where applicable).

Verify customer information on account is correct and update as necessary.

Annotate accounts in company database to document interactions with the customers.

Work with other departments/associates where necessary to resolve customer issues

  • Perform above functions within department expectations/metrics.

Understand and adhere to company policies and procedures, including collection policies/laws.

Participate in one on one meetings with Team Manager and department meetings.

Training begins on Monday, January 30, 2017.

Training is Monday through Friday from 9:00 am until 6:00 pm. You must be available to attend and pass ALL of the training to continue full time employment.

SCHEDULE:

8-hour shifts 5 days a week. Weekday variable shifts between the hours of 8am-11pm, will include up to 2 nights a week and rotating weekends (Weekend hours of operation: Saturday 9am-6pm & Sunday 10am-7pm)

Position Requirements

Multi-task in a high energy and fast-pace work environment.

Speak and listen effectively with CarMax customers via phone.

Ability to recognize problems, resolve or escalate as needed.

Use a variety of talks offs to educate and influence the customer to make payment.

Tolerate stressful interactions with customers.

Complete CarMax provided training as required.

Understand and adhere to company policies and procedures.

EDUCATION and/or EXPERIENCE:

High school diploma or 1 year related experience/training.

Basic typing skills including minimum accuracy requirements.

Basic computer knowledge.

WORK ENVIRONMENT:

Great work-life balance, community involvement, team engagement events, on-site gym...etc.

Not a suit & tie environment, think jeans and sneakers.

Flexible work hours with shifts that include days, evenings, and weekends


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