Experienced Customer Assistance Specialist – Collections and Account Maintenance for Toyota Financial Services
About Us At Toyota, we're more than just a company – we're a community of innovators, dreamers, and doers. Our mission is to build a future where everyone has the freedom to move, and we're committed to making that vision a reality. As one of the world's most admired brands, Toyota is growing and leading the future of mobility through innovative, high-quality solutions designed to enhance lives and delight those we serve. Our Team Toyota Financial Services (TFS) is an essential part of this world-changing company, delivering on Toyota's vision to move people beyond what's possible. At TFS, you'll be part of a collaborative and respectful environment where you'll help create best-in-class customer experiences. Our team is passionate about providing exceptional service, and we're looking for like-minded individuals to join us on this journey. About the Role We're seeking an experienced Customer Assistance Specialist to join our Experience Center Customer Assistance Team. As a Customer Assistance Specialist, you'll play a critical role in partnering with customers to clearly communicate account status and ensure any late payments are addressed and averted. You'll provide live support via inbound or outbound interactions across the TFS, LFS, and Private Label portfolios, and ensure customers are aware of their options and are properly educated about possible solutions. Key Responsibilities Analyze payment history and notes from the system and clearly communicate status to the customer using Call Model guidelines. Document all activities in accordance with established procedures in a clear and concise manner utilizing the appropriate systems and appropriate forms. Analyze account characteristics and negotiate with customers on acceptable arrangements to bring their account current and/or recommend appropriate solutions. Use appropriate collection and skip-tracing tools to maintain delinquencies, repossessions, and losses at or below corporate objectives. Promptly report/refer sensitive and complex issues to the Customer Assistance Supervisor. Complete non-phone-based projects and account maintenance/remediation efforts. Offer critical decision-making as necessary when assigning accounts out for repossession. What You Bring To succeed in this role, you'll need: A High School Diploma or GED. A College degree or equivalent work experience preferred. The ability to focus on timely and accurate responses to customers. Excellent verbal communication and interpersonal skills. A strong ability to apply lessons learned from past experiences and work through complex changes/situations in a consistently evolving work environment. A working knowledge of Microsoft Office Applications (Word, PowerPoint, Excel, etc.). What We Offer At Toyota, we're committed to providing a work environment built on teamwork, flexibility, and respect. Some of the benefits and career development opportunities we offer include: A competitive base salary and benefits effective day one. A hybrid (home/onsite) work schedule following training based on meeting and maintaining performance expectations. Professional growth and development programs to help advance your career, as well as tuition reimbursement. Vehicle purchase & lease programs. Comprehensive health care and wellness plans for your entire family. Flexible work options based on business needs. Toyota 401(k) Savings Plan featuring a company match, as well as an annual retirement contribution from Toyota regardless of whether you contribute. Paid holidays and paid time off. Referral services related to prenatal services, adoption, childcare, schools, and more. Tax-Advantaged Accounts (Health Savings Account, Health Care FSA, Dependent Care FSA). Belonging at Toyota At Toyota, we believe that our success begins and ends with our people. We're committed to embracing diverse perspectives and valuing unique human experiences. Respect for all is our North Star. We're proud to be an equal opportunity employer that celebrates the diversity of the communities where we live and do business. Career Possibilities Toyota is a place for people who dream big and are determined to make those dreams a reality. We encourage innovation and look for people who will challenge the status quo in order to make the world a better place. We thrive on teamwork and collaboration and know diverse backgrounds, experiences, and perspectives are not only the right thing for our people, they are a business imperative. How to Apply If you're passionate about delivering exceptional customer experiences and want to be part of a dynamic team, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we'll be in touch to discuss your qualifications further. Equal Opportunity Employer Toyota is an equal opportunity employer and welcomes applications from diverse candidates. We're committed to creating an inclusive work environment where everyone feels valued and respected. If you require any special accommodations during the application process, please don't hesitate to contact us at [email protected]. Apply for this job