Customer Assistance Supervisor

Toyota North America • Alpharetta, GA

3d

About The Position

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. 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 world-changing company- delivering on Toyota's vision to move people beyond what's possible. At TFS, you will help create best-in-class customer experience in an innovative, collaborative environment. To save time applying, Toyota does not offer sponsorship of job applicants for employment-based visas or any other work authorization for this position at this time. Toyota’s Customer Assistance Department is looking for a passionate and highly motivated Customer Assistance Supervisor. The primary responsibility of this role is to lead a team on a day-to-day basis to ensure effective, efficient, and customer-oriented 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 department's objective to mitigate credit losses.

Requirements

• Bachelor’s degree or equivalent combination of training and experience in a related field
• Proven experience in leadership skills
• At least 2 years of collections experience
• Minimum of one year 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 problem-solving skills, with the ability to seek out and offer business-oriented 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)

Nice To Haves

• Bilingual in Spanish/English; fluent in both written and verbal communication

Responsibilities

• Oversee the day-to-day activities of a Customer Assistance unit to ensure a customer-first 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 world-class 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 follow-up 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.

Benefits

• 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)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees