Loan Document Specialist

Job Description

Job Description

Customer Care Advocate

Ready to build your career? Join our team of Advocates working in person at our Tempe headquarters! As the voice of Carvana, you'll be revolutionizing the car-buying journey by making the process of buying and/or selling a car simple, seamless, and unforgettable.

Why join Customer Care?

Your Launchpad to a Carvana Career: We believe in a "Careers Not Jobs" philosophy. Customer Care is our ultimate training ground—strong performance opens the door to frequent pay increases and exclusive internal opportunities across Leadership, Strategy & Analytics, AI Support, Product, and People Operations. 90% of our leaders were promoted from within - and we can't wait to see where this opportunity takes you!

The Human Touch, Powered by AI: We are integrating AI into everything we do. You will work alongside an AI co-pilot that handles the administrative busywork (like drafting call notes and summarizing previous cases). By letting AI do the heavy lifting, you can focus entirely on what matters most: building genuine human connections.

Your compensation grows as quickly as your skills do. We start this role at a competitive $20/hr, but by consistently hitting your performance goals, your pay scales up fast:

• Day 1 (starting pay): $20/hr
• Month 4: $21/hr
• Month 6: $22/hr
• Ongoing: After 6 months, you unlock our "Careers Not Jobs" program, making you eligible for an additional $0.50 increase every 90 days.

Stay on track, and you'll be earning $24+/hr by your one-year work anniversary!

This is a full-time, hourly role with an assigned schedule (typically 38–45 hours per week). The role includes regular weekend and potential holiday shifts, along with overtime opportunities based on business needs.

In this role, you will:

• Create exceptional experiences by building genuine relationships with customers, guiding them through their car-buying or selling journey with empathy and expertise (via inbound and outbound calls).
• Adapt and thrive in a fast-paced environment where new products and innovations keep us ahead of the competition. Staying current with evolving technology and product updates is a core part of the day-to-day
• Problem-solve with a purpose, using your critical thinking skills alongside AI technology to actively listen to customer needs and find effective solutions in real-time.
• Drive efficiency and accuracy by reviewing and verifying sensitive customer documentation (via casework) with the swiftness of a ninja.
• Delivering high-quality interactions worthy of our moms is non-negotiable. Our always-on AI coach supports every customer interaction with real-time feedback and coaching, helping you continuously improve your professional communication.
• Other duties as assigned.

• Experience: A Bachelor's degree OR 2+ years of customer service experience in a fast-paced or high-volume environment. High school diploma or GED required.
• Tech-savviness: Ability to navigate multiple systems like a pro, learn new tools with ease, and troubleshoot effectively.
• Resilience & Critical Thinking: You have a high capacity for learning, can adapt quickly to rapid change, and make thoughtful, caring decisions that support customers throughout their car-buying journey.
• You enjoy servicing customers over the phone, and have a strong attention to detail while handling casework.
• Ability to read, write, speak, and understand English

Investing in You: Benefits & Perks

At Carvana, we know when our people thrive, we all win. That's why we've built a Total Rewards package that goes beyond the basics—designed to support your growth, your well-being, and your success every step of the way.

Financial Well-being:

• Tuition reimbursement for those pursuing a bachelor's degree and a student loan repayment program for those who already have one
• 401(k) retirement plan with Carvana matching contributions
• Opportunity for overtime based on business need
• Employee Stock Purchase Plan and Carvana Shares annual grant program, allowing you to become a Carvana shareholder

Health & Wellness:

• 100% company-paid healthcare premiums for comprehensive medical coverage
• Dental and vision benefits to care for your overall health
• Wellness programs focused on supporting your mental, physical, and financial health
• Pet care savings program because we know your furry friends are family too!

Work-Life Balance:

• Generous paid time off starting with 13 days in your first year, increasing to 20 days in year two and beyond
• 9 company-paid holidays, including your birthday, because we celebrate you!

And more!

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.