Customer Service Representative, Verification

[Start Date: December 11th, 2023]

About Carvana

Our mission is simple, we are changing the way people buy cars. We are the first 100% online car-buying experience, which means we have no sales team and no commission-based positions within our company. We are completely disrupting the auto industry by removing the painful process of the dealership experience and replacing it with a seamless and convenient online platform. Here at Carvana we are passionate about delivering exceptional service to every customer! After purchasing a vehicle online, the customer can choose to have that vehicle delivered straight to their doorstep, or if they live near one of our awesome vending machines they can pick it up there. One of our customer advocates will meet them with a BIG coin so they can experience our unique way of receiving their vehicle!

About the team and position

Our Verification Advocates play a big role in mitigating risk and safeguarding customer information. Auto Loans can be confusing and complicated - our verification team helps simplify the process and ensures our customers are set up for success in their loan. We are looking for someone that has a passion for helping people and possesses the drive to achieve superior customer satisfaction. This is a phone-based, customer-facing role where you will be responsible for educating customers on the underwriting process and reviewing important account documentation. As an Advocate 1, you will field inbound calls as well as make outbound calls to customers, aiming for the smoothest vehicle purchase process for our customer. We have high performance standards requiring the ability to balance speed, accuracy and quality.

What you’ll be doing

Be the voice of Carvana - You will interact on the phone, receiving inbound calls coming from the customer, and also making outbound calls to the customer guiding them through the purchase process, reviewing and approving their documents, and answering questions they may have.
Embrace new challenges every day. At Carvana, change is constant (we really do mean that). Being adaptable and flexible is critical!
Ensure compliance with underwriting policies and be familiar with constant changes in policy and procedures.
Utilize and navigate between multiple proprietary software tools, as well as external tools such as consumer credit bureaus and other internet sources, to assist in the underwriting process.
Partner with necessary departments or peers to resolve situations.
Zagging forward by identifying how we can improve and streamline our business processes.
Asking questions, understanding the customers’ needs and priorities, and problem-solving.
You will encounter a variety of conversations, up to and including:
Selecting the right vehicle, explaining financing terms, and guiding prospective customers through the verification process.
Helping resolve customer account issues and accurately reviewing all necessary underwriting requirements, ensuring to clearly and efficiently communicate next steps to the customer to make their car buying journey as seamless as possible
Collaborate with internal teams such as the Resolution department, Titles/Registration, Financial Operations, and other key Carvana departments.
Assist in the loan verification process for customers purchasing via Carvana financing or from a third party institution
Verifying loans with third-party institutions and working with customers who reside outside of our local delivery zones.
You will not leave your personality at home. We thrive by building a team with unique perspectives. Our strength is in our diversity of opinions.
Be high-energy and forward-thinking. We like fast learners that take ownership in their role!
Other duties as assigned.

What you should know

BA Degree preferred, or in lieu of degree, 3+ years customer service experience
High School Diploma, GED, or equivalent education required.
Have a sense of humor. Kinda serious about this one…
Have an understanding of the value of teamwork and how teams work.
Have a heightened sense of urgency, a heightened attention to detail, and be able to communicate our customer offering.
You will not leave your personality at home. We thrive by building a team with unique perspectives. Our strength is in our diversity of opinions.

It would be great if you also had

Empathy: You care that a customer's experience is one worthy of your own loved ones. You genuinely match your approach and response based on seeking to understand each customer. You put yourself in the customer's shoes and you take action to help.
Passion: You are the voice and champion of the Carvana experience and products we offer. You breed enthusiasm among your customers and peers. You always do the right thing!
Commitment: You build trust with each customer by providing transparency to a traditionally murky process. You’re eager to see the customer experience all the way through, persevering through roadblocks and following through on your commitments to the customer.

Anticipation: You have foresight; you know where the customer needs to go next, even before they do. You listen for context clues and identify what the customer may not know in order to lead them to the most effective next step, resolution or outcome.
Clarity: You are knowledgeable and accurate; skilled at translating the Carvana experience and complex ideas into relatable information for the customer. You use resources wisely and stay up to date on changes to policies and procedures.
Every Customer Matters: You show up, you're focused, and you act with a sense of urgency & purpose in each interaction.

What we’ll offer in return

Full-Time $18 Hourly rate
Performance incentive programs that allow team members to earn more
Medical, Dental, and Vision benefits
401K with company match
A multitude of perks including student loan payments, discounts on vehicles, benefits for your pets, and much more
A great wellness program to keep you healthy and happy both physically and mentally
Access to opportunities to expand your skill set and share your knowledge with others across the organization
A company culture that empowers you to grow a career, not jobs wrapped up in an atmosphere that allows for you to be in the driver's seat of your career.
A seat in one of the fastest-growing companies in the country

Other requirements

To be able to do your job at Carvana, there are some basic requirements we want to share with you.

Must be able to read, write, speak, and understand English.
Must be able to take calls for up to 10 hours a day.
Baseline understanding of GSuite
Comfortable working in multiple systems at once and a strong ability to multitask
Of course, we’ll make any reasonable accommodations for those with disabilities to perform the essential functions of their jobs.

Legal stuff

Hiring is contingent on passing a complete background check. This role is not eligible for visa sponsorship.

Carvana is an equal employment opportunity employer. All applicants receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, marital status, national origin, age, mental or physical disability, protected veteran status, or genetic information, or any other basis protected by applicable law. Carvana also prohibits harassment of applicants or employees based on any of these protected categories.

Please note this job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.