Document Processor

Verification Advocate (Loan Document Specialist, Document Processor)[Start Date As Soon As September 30th, 2024]

We’re looking for individuals to be the voice of Carvana - this role is a phone-based, customer-facing position! You will guide customers through the underwriting/loan process and review important account documentation. You are the customer’s biggest champion and make the process, simple, seamless, and unforgettable.

Join our team of Advocates - this is a hybrid position based at our Tempe headquarters!

Join Our Team: Unlock Your Earning Potential Quickly!

Are you ready to fast-track your career? We offer a competitive starting hourly rate of $18.00 with substantial growth opportunities based on performance. You can boost your earnings within a short timeframe:

• Starting Pay: $18.00 per hour
• In 6-Months: $19.00+ per hour
• In 12-Months: $20.00+ per hour (+12% annual increase)
• In 24-Month: $22.00+ per hour (+10% annual increase)

Fast Track Advancement Opportunities: Stellar performers achieve higher pay rates sooner based on exceptional performance and dedication. With increases tied to individual performance, you could be earning $23+ by the end of your first year. Your hard work and stellar performance won't go unnoticed.

[VA Only] Performance Based Bonus: In addition to our performance based hourly compensation plan, we have a bonus structure that will allow you to earn up to $1,100 additionally per month. That’s equivalent to an additional $5/hr to your hourly rate!

Join us so you can build a career vs. just having a job! 

Benefits + perks:

We continually invest in our team members’ success because when our team members grow, we grow. Our benefits + perks add an average of $6/hr to your total rewards. Here is how we invest in you:

• Compensation: Competitive, Performance-Based Compensation PLUS 401(k) with Carvana match, opportunity for overtime during busy seasons, student loan repayment programs and employee stock purchase plan discount!
• Health & Wellness: 100% Company Paid Healthcare Premiums plus Dental + Vision benefits. Wellness program to support mental, physical and financial health. We know pets are family too! Benefit from our pet care savings program to keep your furry friends healthy and happy.
• Time Off & Work-Life Balance: Generous paid-time off (13 days for first year, increases to 20 days thereafter) PLUS 9 company paid holidays including your birthday!
• Professional Development: Extensive internal growth and professional development opportunities including tuition reimbursement.
• Onsite Perks and Exclusive Discounts: Onsite kitchen with snacks & regular team lunches. Discounts from over 700,000 retailers through our Access Perks program.
• And more!

Training

• Training (7 weeks) will be paid at the full-time hourly rate! In order to best set you up for success, we are unable to grant time off during the training period. 
• You will be trained to understand policies and regulations across all 50 states, to assist customers through the loan verification process, and ensure compliance with underwriting policies.
• You will be required to meet minimum performance expectations and demonstrate proficiency to graduate training. 

Schedule

At Carvana, we thrive in a fast-paced, dynamic, and ever-changing environment. This is a full-time, hourly position with work hours that may fluctuate based on business needs, during peak periods (such as Tax Season) you can expect an increase in hours, while other times of the year might see a decrease.

• Overtime: Depending on call volume, overtime may be required.
• Work Shifts: After completing training, you will be assigned a shifts based on business needs. Our team operates between the hours of 5:00 AM and 7:00 PM, Monday-Saturday, and 7:00 am-4:30 pm Sunday’s, including holidays.
• Shift Options: We offer two primary shift schedules:
• 5x8: Five days a week, eight hours per day.
• 4x10: Four days a week, ten hours per day.
• What else? Ability to work at least one weekend day per week (Saturday OR Sundays)

About the role:

We’re looking for forward-thinking, fast learners who have strong communication skills and a keen eye for detail. If you are passionate about helping others, enjoy a positive, yet challenging work environment - we want you! 

• Be the voice of Carvana as you guide customers through the purchase process, answer their questions, and review and approve their documents. 
• Field inbound calls and make outbound calls with a high sense of urgency and close attention to detail. 
• Ensure compliance with underwriting policies and stay up-to-speed on policy and procedure changes. 
• Verify loans for customers purchasing vehicles through Carvana financing or a third-party institution. 
• Utilize and navigate between multiple internal and external software tools to assist in the underwriting process (e.g. consumer credit bureaus, and other internet sources).
• Collaborate with internal teams at Carvana to help resolve customer issues and keep the purchase process moving. 
• Other duties as assigned.

What we require:

• 3+ years of professional experience in a fast-paced, detail-oriented, quality-focused production-driven role
• 1+ years of experience in banking, financial services, insurance, and/or related industry 
• High School Diploma Required (College Degree Preferred)
• Tech-savviness: Able to navigate multiple systems, learn new tools, and effectively troubleshoot
• Resiliency: Ability and willingness to learn new things; apply that learning to perform successfully.
• Must be able to maintain composure and efficiently problem-solve during escalated situations, always putting forth a solution-oriented mindset
• Critical thinker and the ability to make appropriate judgment calls 
• Ability to read, write, speak, and understand English 
• Ability to handle phone calls for up to 10 hours a day 

It would be great if you also had:

• Internships or Volunteer Experience
• Certification(s) - We value investing in your personal and/or professional development!

Legal stuff

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. 

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.

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

Of course, we’ll make any reasonable accommodations for those with disabilities to perform the essential functions of their jobs.