Customer Assistance Specialist
Customer Assistance Specialist
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Job Description
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.
An important part of the Toyota family is Toyota Financial Services (TFS) the finance and insurance brand for Toyota and Lexus in North America. While TFS is a separate business entity it is an essential part of this worldchanging company delivering on Toyotas vision to move people beyond whats possible. At TFS you will help create bestinclass customer experience in an innovative collaborative environment.
An important part of the Toyota family is Toyota Financial Services (TFS) the finance and insurance brand for Toyota and Lexus in North America. While TFS is a separate business entity it is an essential part of this worldchanging company delivering on Toyotas vision to move people beyond whats possible. At TFS you will help create bestinclass customer experiences in an innovative collaborative environment.
This position is located in Plano TX and will require both a in office and remote work.
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
Toyotas Experience Center Central Customer Assistance Team is looking for a passionate and highly motivated Customer Assistance Specialist.
The Customer Assistance Team partners with customers to clearly communicate account status and ensure any late payments are addressed and averted. The team provides live support via inbound or outbound interactions across the TFS LFS and Private Label portfolios and ensures customers are aware of their options and are properly educated about possible solutions. Due to the specialized nature of collections activities an effective and customercentric approach to these guest interactions is central to the broader TFS strategy.
Customer Assistance Specialists are responsible for handling inbound and outbound calls for collection accounts account maintenance and liquidation for assigned portfolios. Customer Assistance Specialists are responsible for working accounts efficiently to maintain consistent followup ensure account compliance and complete necessary account maintenance. Specialists in Customer Assistance will also evaluate and mitigate loss exposure providing customeroriented service and problem resolution in accordance with established guidelines and call models.
Center Operating Hours
You must be available to work a shift between the hours of 8am8pm. Your work schedule will include 2 nights until 8pm.
Training
Training for this position will fall between the hours of 8am6pm Central time for 9 weeks. The first 6 weeks will be virtual training and the last 3 weeks of training will be in the office at our Plano location.
Pay/Benefits
Competitive base salary as well as benefits effective day 1.
Hybrid (Home/Onsite) work schedule following training based on meeting and maintaining performance expectations.
What youll be doing
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 nonphonebased projects and account maintenance/remediation efforts.
Offer critical decisionmaking as necessary when assigning accounts out for repossession.
What you bring
HS Diploma or GED.
Work collaboratively with other team members at all levels of the organization.
Listens actively and remains engaged.
Excellent verbal communication and interpersonal skills; easy to understand.
Adaptability and coachability to work through complex changes/situations.
Working knowledge of Microsoft Office Applications (Word PowerPoint Excel etc.).
Added bonus if you have
College degree or equivalent work experience preferred.
Previous collections experience.
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.
Have a question need assistance with your application or do you require any special accommodations Please send an email to .
Required Experience:
Unclear Seniority
Employment Type
Full-Time
