Customer Care Advocate
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About The Position
As a Customer Care Advocate at Toyota Financial Services (TFS), you will play a crucial role in ensuring that all customer requests requiring live support are addressed in a personalized and proactive manner. The Customer Care Team is dedicated to responding to inbound communications from customers, dealers, and third parties across various channels, including TFS, Lexus Financial Services (LFS), and Private Label portfolios. Your primary responsibility will be to resolve inquiries while delivering an exceptional customer experience. You will handle both inbound and outbound communications from delinquent and non-delinquent customers, ensuring that all interactions are documented clearly and concisely through designated communication channels. In this role, you will be accountable for the accurate and timely handling of customer inquiries, account maintenance, and transactions. You will respond to communications primarily via telephone, with some email and written correspondence. Analyzing account characteristics and working with customers to resolve their issues will be key to providing “best in class” customer service. You will follow an engagement strategy designed to enhance customer satisfaction and build loyalty to the TFS, LFS, and Private Label brands. Additionally, you will need to stay updated on changes in policies and procedures to ensure compliance with high-risk processes. The position requires availability to work a shift between the hours of 8 am and 5 pm, with a hybrid work schedule following training based on performance expectations. Training will consist of 12 weeks, with the first six weeks conducted virtually and the second six weeks in-office. This role is ideal for individuals who are passionate about customer service and are looking to grow within a collaborative and innovative environment.
