9002 - Carmax Auto Finance - 225 Chastain Meadows Ct NW, Kennesaw, Georgia, 30144 CarMax, the way your career should be! **Resolve customer issues while working for an industry leader** At CarMax Auto Finance we put the needs of our customers first, exceptional customer service is at the heart of everything we do and drives CarMax to be an industry leader. CarMax Auto Finance supports this through providing a simple and seamless vehicle financing experience for CarMax customers. As a Collections Representative II, you will take inbound and outbound calls to connect with CarMax Auto Finance customers to resolve questions/issues, educate customers on the status of their account and influence them to make a payment. This position offers a hybrid work arrangement (partial remote and partial in office) after 90 days and successful performance in role. In addition, a shift differential is offered to associates working evening and weekend shifts! **What you’ll do** + Make outbound collection calls and take incoming calls to/from customers to influence customers to make payments on the accounts 31 – 60 days past due + Educate customers regarding their account, finance charge accruals, late fees, credit reporting, payment options and account management options and document interactions on the company account management system + Conduct basic-skip tracing on delinquent accounts to locate customers + Work with other departments/personnel where necessary to resolve customer concerns **Improve customer experience with every interaction** Empathy with our customers, and transparency in every interaction are vital to your success. From dealing with complex customer issues to posting payments, you will balance the needs of our customers with meeting the metrics and expectations of your position. In collaboration with different departments, you will effectively resolve customer issues, while helping CarMax Auto Finance to meet the bottom line while performing all tasks in accordance with applicable policies/laws. **Qualifications and requirements** + High school diploma or 6 months related experience/training. + Basic typing skills including minimum accuracy and speed requirements. + Work a flexible schedule to include evenings, weekends and holidays + Ability to recognize problems, resolve or escalate as needed, including using a variety of talk offs to convince the customer to make a payment. **About CarMax** CarMax disrupted the auto industry by delivering the honest, transparent and high-integrity experience customers want and deserve. This innovative thinking around the way cars are bought and sold has helped us become the nation’s largest retailer of used cars, with over 250 locations nationwide. Our amazing team of more than 30,000 associates work together to deliver iconic customer experiences. Along the way, we help every associate grow their career and achieve their best, at work and in their community. We are recognized for our commitment to training and diversity and are one of the FORTUNE 100 Best Companies to Work For®. CarMax is an equal opportunity employer, and all qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, protected veteran status, disability status, or any other characteristic protected by law. Upon an applicant's request, CarMax will consider reasonable accommodation to complete the CarMax Job Application.