Customer Assistance Collections Specialist
About The Position
Toyota Financial Services (TFS) is seeking a passionate and highly motivated Customer Assistance Specialist to join their Experience Center - Eastern Customer Assistance Team. This team partners with customers to communicate account status, address late payments, and provide solutions across TFS, LFS, and Private Label portfolios. The role involves handling inbound and outbound calls for collections, account maintenance, and liquidation, requiring an effective and customer-centric approach. Specialists will analyze account characteristics, negotiate payment arrangements, utilize collection and skip tracing tools, and evaluate loss exposure while adhering to established guidelines and call models. Sensitive and complex issues are to be promptly reported to the Customer Assistance Supervisor. The role also includes completing non-phone-based projects and making critical decisions regarding repossessions.
Requirements
- HS Diploma or GED is required.
- Previous collections experience is required.
- 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.).
Nice To Haves
- College degree or equivalent work experience preferred.
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.
Benefits
- Competitive base salary
- Benefits effective day 1
- Professional growth and development programs
- 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)
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
