Specialist - Admin Support (Account Maintenance)

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 third parties and working with other CAF departments to provide them with reports and support to update account information. Running and monitoring system jobs/scripts to update accounts for various account maintenance functions. Processing cancellations of GAP and ESP products.


  • Make outbound and answer inbound phone calls from third parties to research status of impounded vehicles and follow up on tow notices.
  • Review and evaluate customer accounts, work requests, or paperwork and determine follow-up steps required based on expectations and documented policies and procedures.
  • Process GAP and ESP cancellations in store systems and update corresponding customer accounts.
  • Execute system scripts to perform mass updates to customer accounts. Monitor jobs and resolve errors and exceptions.
  • Work account queues, process account updates, and/or process customer paperwork in accordance with assigned rotations and service levels
  • Annotate accounts in company databases to document interactions with the customers, CarMax store personnel, vendors or third parties
  • 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
  • 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.
  • Beginners to Intermediate Microsoft Excel Skills
  • 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.


  • Ability to communicate effectively (written and verbal) with customers, vendors, third parties, associates and managers.


  • Basic mathematical sills


The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • May require sitting for extended periods of time.
  • Ability to lift up to 25 pounds.


  • 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.

While performing the duties of this job, the associate is inside a central heat and air-conditioned office building. The noise level in the work environment is moderate.

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