CARMAX Specialist II - High Risk in Kennesaw, Georgia

Position Description

CarMax has been a Fortune "100 Best Companies to Work For since 2005", was awarded a 2016 Top Workplaces honor by The Atlanta Journal Constitution and ranked 5th of Atlanta's top 25 large companies, and Training magazine's "Top 125 Training Companies" 2008-2015. Our culture is built upon the values of respect, integrity and transparency, and we live these values every day in how we treat our Customers and our Associates.


The High Risk Specialist II is responsible for confirming/obtaining new contact information, as well as receiving calls and/or making outbound collection calls to customers who have accounts with CarMax Auto Finance that are past due up to charge off. Ensure that the customer is fully educated on account status, policy/procedures and options available to cure their delinquency.


  • Take incoming/make outbound collection calls to customers and convince customers to make payments/cure outstanding past due balances on their account, process payments or surrender vehicle.

  • Educate customers regarding their account, interest accruals, late fees, credit reporting, charge off, payment options and account management options.

  • Utilize on-line systems and other resources to perform skip trace work on customers and/or vehicle location to establish contact.

  • Select and submit accounts for repossession review.

  • Annotate accounts in company database to document interactions with the customer, vendors, etc.

  • Understand and adhere to company policies and procedures, including collection policies/laws.

  • Perform above functions within department expectations/metrics.

  • Participate in one on one meetings with supervisor, department meetings and Compass Impact Planning session.

Position Requirements


  • Multi-task in a high energy and fast-pace work environment.

  • Speak and listen effectively with CarMax customers via phone.

  • Strong problem solving and negotiation skills.

  • Ability to tolerate stressful interactions with customers.

  • Work a flexible schedule to include evenings and weekends.

  • Apply a common sense understanding to carry out detailed written or verbal instructions and ability to deal with problems in standardized situations.


  • Great work-life balance, community involvement, team engagement events, on-site gym...etc.

  • Not a suit & tie environment, think jeans and sneakers.

  • Flexible work hours with shifts that include days, evenings, and weekends.