Overview

Who we are

Collaborative. Respectful. A place to dream and do. These are just a few words that describe what life is like at Toyota. As one of the worlds most admired brands Toyota is growing and leading the future of mobility through innovative highquality solutions designed to enhance lives and delight those we serve. Were looking for talented team members who want to Dream. Do. Grow. with us.

To save time applying Toyota does not offer sponsorship of job applicants for employmentbased visas or any other work authorization for this position at this time.

Who were looking for

ToyotasCustomer Assistance Department is looking for a passionate and highly motivatedCustomer Assistance Supervisor.

The primary responsibility of this role is to lead a team on a daytoday basis to ensure effective efficient and customeroriented handling of communications with delinquent TFS/LFS or Private Label customers. Supervisors maintain delinquency repossession and loss ratios at or below Customer Service Center objectives and will provide direct customer service on elevated sensitive complex collection issues.

Reporting to the Operations Manager the person in this role will support the Customer Assistance departments objective to mitigate credit losses.

What youll be doing

• Oversee the daytoday activities of a Customer Assistance unit to ensure a customerfirst approach to handling delinquent customer communications.
• Serve as a resource to Customer Assistance Specialists dealing with more complex or difficult customer transactions providing direct customer service on elevated typically sensitive or complex collection issues and reporting/referring the most complex and sensitive issues to the Customer Assistance Manager for resolution.
• Monitor and evaluate staff performance levels and workflow efficiencies to meet projected needs and ensure the highest level of customer satisfaction and team member productivity.
• Ensure quality of service by providing effective coaching and constructive feedback to Customer Assistance Specialists on an individual and ongoing basis on customer contact quality processing accuracy and work efficiency as well as enabling them to take an active role in improving their own performance and thus maximizing individual and Experience Center potential.
• Identify opportunities for team members to develop new skills and abilities required to increase their effectiveness. Complete objective and relevant performance appraisals for direct reports in a timely manner.
• Work in conjunction with other Supervisors and Managers in the evaluation development and implementation of workflow efficiencies to ensure a worldclass customer experience.
• Maintain delinquency repo and loss ratios at or below established objectives. Monitors service level for inbound groups.
• Assists the Customer Assistance Manager in developing standard and consistent operating procedures goals and objectives for the department including call handling adherence to call model monitoring customer retention and followup guidelines.
• Monitor the changing needs of the team and provide input and participate in the interview selection and hiring process to ensure adequate staffing levels.

What you bring

• Bachelors degree or equivalent combination of training and experience in related field
• Proven experience in leadership skills
• 13 years of auto finance experience
• Experience creating presentations and presenting to stakeholders
• Strong interpersonal skills with ability to interact with different groups/individuals and Band levels in a professional manner
• Demonstrated strong analytical skills with attention to detail required
• Strong verbal written and analytical skills.
• Experience in organizing prioritizing and handling multiple tasks with a high level of efficiency and in a flexible manner
• Strong problemsolving skills with the ability to seek out and offer businessoriented solutions to complex compliance problems
• Demonstrated ability to work independently and efficiently with low margin of error
• Experience in leading or participating as a key contributor on projects
• Ability to build relationships with a broad audience both internal and external to TFS
• Working knowledge of Microsoft Office Applications (Word PowerPoint Excel Teams etc.)
• Proficient in Microsoft office software (Word Excel PowerPoint Visio Access)

What Well Bring

During your interview process our team can fill you in on all the details of our industryleading benefits and career development opportunities. A few highlights include:

• A work environment built on teamwork flexibility and respect
• Professional growth and development programs to help advance your career as well as tuition reimbursement
• Team Member Vehicle Purchase Discount
• Toyota Team Member Lease Vehicle Program (if applicable)
• Comprehensive health care and wellness plans for your entire family
• 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

Our success begins and ends with our people. We embrace all perspectives and value unique human experiences. Respect for all is our North Star. Toyota is proud to have 10 different Business Partnering Groups across 100 different North American chapter locations that support team members efforts to dream do and grow without questioning that they belong.

Applicants for our positions are considered without regard to race ethnicity national origin sex sexual orientation gender identity or expression age disability religion military or veteran status or any other characteristics protected by law.