Administrative Servicing Manager

We always knew there had to be a better way to buy used cars. One that would make the process easy and fun. So we created CarMax, and we've been changing the way America buys cars since we opened our first store in Richmond, Virginia in 1993.

At CarMax Auto Finance, Team Managers set the tone for their team. Leading by example, it is their responsibility to ensure all departmental and company goals are met while leading Associate development, inspiring Associate engagement and maintaining an exceptional quality of service for all CarMax Auto Finance customers. They provide daily motivation and oversight to a team of up to 15 nonexempt employees to maintain compliance and promote productivity. Team Managers are empowered to create and execute strategies to drive ongoing business improvement. Through frequent analysis and reporting, they work to track successes and based on their results, create incentives to motivate and reward Associates for peak performance.

* Create and perform monthly audits of all department processes to monitor associate productivity and compliance with company policies and procedures. * Create or approve processing strategies, department schedules and monthly associate area of responsibility rotations to ensure customer inquires are responded to in a timely manner and as required by federal and state requirements. * Create department goals and develop work plans to meet/exceed customer expectations and ensure customer account adjustments and letters are processed within company guidelines/expectations and as required by state regulations. * Resolve elevated customer issues/inquiries/disputes that require resolution/decisions outside of policy or procedure. * Visibility in the department to motivate, answer associate questions and monitor productivity * Utilize department reporting to monitor associate productivity * Analyze and track trends based on data and implement policy updates or changes, partnering with Department Manager if required * Complete month end reviews with associates to provide performance feedback. * Complete associate call monitors, side by side’s, and sit-in’s to provide ongoing coaching and training. * Effective performance management of associates; also oversee other teams when acting as supervisor on duty * Oversee associate technical training and educate associates regarding CarMax philosophies, policies & procedures. * Recruit, interview, make hiring decisions and extend employment offers. * Complete annual Associate Performance Reviews and develop/review associate individual development plans for associates * Conduct effective team meetings. * Review department processes and recommend changes for process improvement. * Maintain relationships with CarMax Auto Finance vendors (E-Oscar, credit bureau agencies

QUALIFICATIONS: * Multi-task in a high energy and fast-pace work environment. * Effectively motivate and develop associates. * Effectively evaluate associate performance and provide performance feedback. * Use sound judgment and decision making skills. * Effectively manage stressful situations. * Effectively communicate with staff and customers, both verbally and in writing. * Ability to facilitate conflict resolution. * Effective time management and organization skills. * Ability to interpret and analyze data, reports, processes, trends and situations and recommend solutions. * Ability to work a flexible schedule, including evenings, weekends and holidays. **Education and /or Experience:** * Associate degree or six months to one year related experience/ training. * Basic typing skills including minimum accuracy requirements. * Basic to moderate computer knowledge and basic understanding of MS Word and Excel. **Work Environment:** * 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.