Bilingual Representative II, Collection

About the role

Resolve customer issues while working for an industry leader at CarMax Auto Finance. Exceptional customer service is at the heart of everything we do, and drives CarMax to be an industry leader.

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 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.

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

Qualifications

• Hybrid work arrangement (partial remote and partial in office) after 90 days and successful performance in role
• Shift differential offered to associates working evening and weekend shifts

Benefits

• Paid sick, vacation, and holiday time
• Up to 48 hours of sick time per year accrued on a per pay period basis and between 80 hours and 200 hours per year of vacation time after a 90 day waiting period depending on years of continuous service with the Company.
• For 8 hours of pay for each of a total of 6 paid scheduled holidays per year plus 1 floating holiday. If such an Associate does work on a scheduled holiday due to business need, they are eligible for Holiday Premium Pay.
• Full-time salaried are entitled to paid time away with no specified limit as needed for sick, vacation, bereavement, jury duty, holidays, floating holiday, etc. subject to manager approval.

Pay

The Hourly Rate For This Position Is $18.50 - $25.90

Schedule

This position offers a hybrid work arrangement (partial remote and partial in office) after 90 days and successful performance in role.