Business Support Analyst, CX, Collections and Remarketing

Toyota North America•Puerto Rico, TX

About The Position

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 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. We’re looking for talented team members who want to Dream. Do. Grow. with us. This role serves as a first line of compliance, ensuring activities within the Customer Experience, Collections, and Remarketing functions adhere to regulatory requirements, internal policies, and contractual standards. This role is critical in safeguarding operational integrity and mitigating compliance risks across these three business areas. Working in close partnership with the Manager and Area Supervisors, the analyst provides oversight of day-to-day operations, monitors supplier performance, and identifies opportunities for process improvement. The ideal candidate brings hands-on supervisory experience in Customer Experience, Collections, and Remarketing, strong analytical capabilities, and a compliance-first mindset to support operational excellence and strategic initiatives. Beyond compliance, this role leverages data and insights to enhance customer satisfaction, optimize recovery strategies, and improve remarketing outcomes. Acting as a liaison between frontline teams and leadership, the Analyst contributes to workforce planning, performance management, and timely resolution of operational issues—all while maintaining strict adherence to regulatory and company standards.

Requirements

Four-Year College Degree in Business Administration, Finance or Accounting-related areas
5-10 years of relevant / progressive work experience (in similar field and/or industry)
Strong understanding of regulatory, compliance and risk management principles.
Advanced analytical skills with proficiency in Excel, reporting tools, and dashboards.
Able to work independently with strong organizational skills and flexibility in a team-oriented environment
Excellent communication and relationship management skills.
Project management capabilities to successfully meet deadlines, and deliverables.

Nice To Haves

Experience in process improvement, automation, and strategic planning is a plus.
Proven ability to manage vendor relationships and monitor contractual performance.

Responsibilities

Serve as the first line of compliance, monitoring and enforcing adherence to internal policies, procedures, and external regulations across Customer Experience, Collections, and Remarketing operations.
Supports regular audits and risk reviews to ensure compliance gaps avoidance and ensure timely corrective actions.
Collaborate with Risk, Legal & Compliance teams to ensure safety and soundness surrounding operational practices, especially new implementation or process changes.
Oversee daily operations across Customer Experience, Collections, and Remarketing to ensure efficiency and compliance.
Monitor supplier performance against KPIs, SLAs, and regulatory standards.
Track BOCRA, QBRs, and outstanding supplier deliverables.
Coordinate invoice reconciliation and support budget management.
Lead Quarterly Business Reviews (QBRs) with stakeholders such as Risk, Legal, and Supplier Management.
Support supplier onboarding, performance reviews, and continuous improvement initiatives.
Identify operational gaps and recommend solutions to enhance service delivery.
Analyze operational data to identify trends, risks, and opportunities for improvement.
Develop dashboards and reports ensuring they are properly approved by risk and compliance before launching.
Maintain and recommend changes to existing dashboards and reports to monitor performance across departments.
Ensure reports inventory is up to date and report any change accordingly.
Deliver actionable insights and presentations to support strategic decision-making and audit requirements.
Provide ad hoc analysis to support field operations and executive-level initiatives.
Lead and support initiatives to streamline workflows, reduce inefficiencies, and enhance service delivery.
Contribute to the development and execution of departmental strategies aligned with business goals.
Support automation and digitalization efforts to improve operational scalability and customer experience.
Partner with internal teams including FP&A, Legal & Compliance, Risk, and IT to align goals and resolve complex challenges.
Facilitate communication between supervisors and department leadership to ensure consistent execution of policies and procedures.
Assist in training and knowledge-sharing initiatives to promote compliance awareness and operational excellence.
Actively contributes to system enhancements and process improvement projects to drive efficiency and scalability.