Vehicle Parts/Labor Claims Customer Advocate

Toyota North America•Plano, 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. 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. Who we’re looking for Toyota’s Experience Center – Central’s Voluntary Protection Products (VPP) Team is looking for a passionate and highly motivated VPP Advocate. The Voluntary Protection Products (VPP) team is responsible for the contractual administration of all insurance products including Vehicle Services Agreements, Certified Warranties, Guaranteed Auto Protection, Prepaid Maintenance, and Excess Wear and Use. The team provides live support via inbound interactions across the TFS, LFS, and Private Label portfolios, and actively guides dealers, customers, field staff, inspectors, and alternate repair facilities regarding how to best proceed to ensure the agreement is properly exercised or managed. Advocates on the VPP team are responsible for handling Dealer, Customer, GAP (Guaranteed Auto Protection), Excess Wear and Use (EWU) claims, Prepaid Maintenance (PPM), and STRATUS dealer support phone interactions. Responsible for the contractual administration of all mechanical claims and interfaces with dealers, customers, and lien holders. Center Operating Hours You must be available to work a shift between the hours of 7 am - 7 pm Central Time from Mondays to Fridays with one late shift per week; and 8 am - 1 pm Central Time on Saturdays. Our team members work every 4th Saturday of the month. Training Training for this position will be from 7:00am - 6:00pm Central time for 9 weeks. The first 5 weeks will be virtual and the second 4 weeks will be in-office training. Pay/Benefits Competitive base salary as well as benefits effective day 1.

Requirements

HS Diploma or GED.
Previous automotive Mechanical experience strongly preferred.
Focuses one’s actions and decisions on timely and accurate responses to customers.
Provides timely and accurate service to customers, dealers, and lien holders.
Adapts to and works effectively within a variety of situations, both inside and outside of the organization, and with different individuals and teams.
Agility to move between tasks in a fast-paced environment.
Strong verbal, written, and analytical skills.
Create a positive customer experience (internal and external).
Working knowledge of Microsoft Office applications (Word, Excel, Outlook).
Ability to work between the hours of 7:00 AM - 7:00 PM from Mondays to Fridays including a rotating Saturday schedule, subject to change based on business needs.

Nice To Haves

College degree or equivalent work experience preferred.

Responsibilities

Provide customer-focused service by promptly and accurately processing all calls from customers, dealers, field staff, and alternate repair facilities.
Handle all customer and dealer interactions efficiently by eliminating non-value-added activities on and off the phone; accurately documenting all interactions to ensure the integrity of monthly reporting.
Consistently incorporate compliance policies and procedures with all VPP Loyalty customer interactions.
Share knowledge and best practices with peers and leadership through verbal and written communication as well as in forums such as team meetings, call calibrations, and team chat.
Gather mechanical information to ensure that recommended repairs are justified.
Authorize claims in a fiscally responsible manner based on the mechanical diagnosis, referencing industry standard manuals/software for part pricing/labor times, and balancing customer/dealer expectations with TMIS’ contractual responsibility.
Partner with customers to answer questions and provide education on all Voluntary Protection Products.

Benefits

Competitive base salary as well as benefits effective day 1.
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).