About this job
At CarMax Auto Finance, we put the needs of our customers and associates first, while supporting our retail division in their quest to make the car buying experience iconic. As a Senior Manager in Collections, you will be the cornerstone in maintaining the world class culture we enjoy by driving associate engagement and development. On the operational side of things, this role is critical in ensuring the company is providing best in class service to our customers with the goal of exceeding customer expectations while assisting them in remaining current with their accounts, preventing negative credit bureau reporting and becoming further delinquent, operating with optimal efficiency, compliance, and accuracy.
What you will do
Provide leadership to a team of exempt and non-exempt associates with effective oversight to ensure service and processes are accurately and efficiently executed in accordance with policies, procedures and company expectations within specified timeframes.Motivating and inspiring the team; driving associate engagement through targeted activities and interactions.Ensuring associates working with past due and/or post-write off customers are operating efficiently with effective collections strategies and timely resolutions to address customer account issues. Identifying trends or issues that need to be addressed to provide an iconic customer experience.Evaluating reports to assess associate productivity and effectiveness in addition to business metrics; partnering with various areas of the business to enhance operational effectiveness.Thinking globally about ways to grow and improve the business and ensuring that company initiatives are championed and executed to standard.Being a change leader and effectively managing change to ensure your team and others embrace changePurpose of the role
A Sr. Manager in the CarMax Auto Finance Specialty Collections Team will have the ability to champion change, effectively influence others and work effectively in a team-based environment. A candidate will have strong interpersonal skills and the ability to communicate, both in writing and verbally, effectively with all levels of associates across the organization. With proven planning and time management skills and strong analytical and trend identification skills, the Sr. Manager will positively impact the business with an eye towards continuous improvement.
Qualifications and Requirements
Bachelor’s degree preferred and 5+ years of applicable management experienceExperience in a customer service-oriented business or contact center environment preferredProficiency with Microsoft Office SuiteAbout 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 200 locations nationwide.
Our amazing team of more than 25,000 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 age, 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.