Loan Document Specialist

About the role

This is a full-time, hourly role with an assigned schedule (typically 38–45 hours per week). The role includes regular weekend and potential holiday shifts, along with overtime opportunities based on business needs.

Responsibilities

• Create exceptional experiences by building genuine relationships with customers, guiding them through their car-buying or selling journey with empathy and expertise (via inbound and outbound calls).
• Adapt and thrive in a fast-paced environment where new products and innovations keep us ahead of the competition.
• Problem-solve with a purpose, using your critical thinking skills alongside AI technology to actively listen to customer needs and find effective solutions in real-time.
• Drive efficiency and accuracy by reviewing and verifying sensitive customer documentation (via casework) with the swiftness of a ninja.
• Deliver high-quality interactions worthy of our moms is non-negotiable. Our always-on AI coach supports every customer interaction with real-time feedback and coaching, helping you continuously improve your professional communication.

Requirements

• A Bachelor's degree OR 2+ years of customer service experience in a fast-paced or high-volume environment.
• High school diploma or GED required.
• Tech-savviness: Ability to navigate multiple systems like a pro, learn new tools with ease, and troubleshoot effectively.
• Resilience & Critical Thinking: You have a high capacity for learning, can adapt quickly to rapid change, and make thoughtful, caring decisions that support customers throughout their car-buying journey.
• Enjoy servicing customers over the phone, and have a strong attention to detail while handling casework.

Qualifications

• Ability to read, write, speak, and understand English.

Skills

• Strong communication and interpersonal skills.
• Ability to multitask and prioritize tasks effectively.
• Proficiency in Microsoft Office Suite.

Benefits

• Financial Well-being: Tuition reimbursement for those pursuing a bachelor's degree and a student loan repayment program for those who already have one.
• 401(k) retirement plan with Carvana matching contributions.
• Opportunity for overtime based on business need.
• Employee Stock Purchase Plan and Carvana Shares annual grant program, allowing you to become a Carvana shareholder.
• Health & Wellness: 100% company-paid healthcare premiums for comprehensive medical coverage, dental and vision benefits to care for your overall health, wellness programs focused on supporting your mental, physical, and financial health, pet care savings program because we know your furry friends are family too!
• Work-Life Balance: Generous paid time off starting with 13 days in your first year, increasing to 20 days in year two and beyond, 9 company-paid holidays, including your birthday, because we celebrate you!

Pay

Starting pay: $20/hr
Month 4: $21/hr
Month 6: $22/hr
Ongoing: After 6 months, you unlock our "Careers Not Jobs" program, making you eligible for an additional $0.50 increase every 90 days. By your one-year work anniversary, you'll be earning $24+/hr.

Schedule

This role includes regular weekend and potential holiday shifts, along with overtime opportunities based on business needs.