Bilingual Representative II, Collection

About the position 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 by providing a simple and seamless financing experience for CarMax customers. As a representative II on our bi-lingual collection team, you will help resolve customer questions/issues, influence and educate customers on their account and work with other teams to ensure the customer’s needs are met. In this role you will work specifically with our Spanish speaking customers to customer service needs and to provide assistance to keep customer accounts current. 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! 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.

Responsibilities

• Make outbound collection calls and take incoming calls to/from our Spanish speaking customers, influence customers to make payments on the accounts 31 – 60 days past due and resolve customer questions providing exceptional customer service
• Educate customers regarding their account, finance charges accruals, late fees, credit reporting, payment options and account management options and document these interactions on our company account management system
• Conduct basic-skip tracing activities on delinquent accounts to locate customers
• Understand and adhere to company policies and procedures including collection policies/laws, and provide Spanish translation service to facilitate communication with Spanish speaking customers for other associates
• Improve customer experience with every interaction

Requirements

• High school diploma or 6 months related experience/training
• Speak and listen fluently in Spanish and English with CarMax customers via phone
• Basic typing skills including minimum accuracy and speed requirements
• Work a flexible schedule to include evenings, weekends and some holidays
• Exhibit the ability and desire to handle challenging interactions with customers and resolve or escalate as needed

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