Representative II, Bankruptcy

Position Overview

As a Representative II, Bankruptcy at CarMax Auto Finance (CAF), you will be the trusted expert guiding customers through one of life’s most challenging financial situations with empathy and integrity. In this role, you serve as the first point of contact for customers in bankruptcy, providing clear communication, accurate account management, and timely solutions. You will balance customer needs with business priorities, ensuring compliance and delivering exceptional service in a fast-paced, team-oriented environment. From processing payments to coordinating with external parties, your work helps customers navigate uncertainty while protecting CarMax’s reputation for honesty and transparency.

Why CarMax?

At CarMax, we are the nation’s largest retailer of used cars with stores from coast to coast, and we are still growing. We’re rethinking the way people buy cars – and it’s our associates that help us do just that. We believe work should feel meaningful and rewarding, with opportunities to make an impact every day. This is where innovation meets passion – be inspired and supported to take us to the future.

Team Overview

Join a specialized team dedicated to supporting customers during bankruptcy with professionalism and care. At CarMax Auto Finance, our Bankruptcy team ensures every interaction reflects our commitment to customer-first service, compliance, and operational excellence. You’ll collaborate with internal departments and external vendors to resolve complex issues, making a meaningful impact on both customers and the business.

Role Responsibilities

• Handle inbound and outbound calls with customers, attorneys, trustees and store locations regarding accounts in bankruptcy status.
• Educate customers on account details, including repossession status, late fees, credit reporting, payment and bankruptcy intention options, and account management strategies.
• Analyze data from external sources to determine next steps, such as bankruptcy intentions and court hearing updates processing payments, preparing correspondence to the court, debtor, or legal representative or initiating repossession reviews.
• Ensure accuracy and compliance with federal, state, and company guidelines in all account activities including bankruptcy status updates, repossession reviews, deficiency validations and all related court documentation.
• Communicate professionally and empathetically, applying strong problem-solving and negotiation skills to resolve issues effectively.
• Collaborate across teams and external partners to maintain timely resolutions and uphold CarMax standards.
• Complete additional tasks as assigned to support team and business objectives.

Required Qualifications

• High school diploma or GED and 6+ months of related experience in customer service or administrative roles.
• Excellent verbal communication skills for phone-based interactions with customers and vendors.
• Strong problem-solving, decision-making, and negotiation abilities to manage complex situations.
• Proficiency in basic computer applications and data entry, with solid math skills for account accuracy.
• Ability to work independently in a fast-paced environment while maintaining attention to detail.

About CarMax

At CarMax, we revolutionized the used car buying experience over 30 years ago by introducing transparency and integrity into the process. Our commitment to customer experience, innovation, and community has made us the nation’s largest used car retailer. With over 250 store locations and over 30,000 associates, we are proud to have been recognized as one of the Fortune 100 Best Companies to Work For® and are committed to helping our communities thrive.

As an associate, you are part of an innovative movement to empower the modern customer and drive progress. Your work fuels change—sparking ideas, overcoming challenges, and shaping what’s next. Join us in creating a better future– for our company, our customers, and the communities we call home.

CarMax is an equal opportunity employer, and all qualified candidates will receive consideration for employment without regard to 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.