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Customer Assistance Specialist

3 months ago

Plano, United States Toyota Full time
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 diverse, talented team members who want to Dream. Do. Grow. with us.

We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open position you see is right for you, we encourage you to apply Our people make all the difference in our success. 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.

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 experiences 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 Central Experience Center Customer Assistance Team is looking for a passionate and highly motivated Customer Assistance Specialist.

The Customer Assistance Team partners with customers to clearly communicate account status and ensure any late payments are addressed and averted. The team provides live support via inbound or outbound interactions across the TFS, LFS, and Private Label portfolios, and ensures customers are aware of their options and are properly educated about possible solutions. Due to the specialized nature of collections activities, an effective and customer-centric approach to these guest interactions is central to the broader TFS strategy.

Customer Assistance Specialists are responsible for handling inbound and outbound calls for collection accounts, account maintenance, and liquidation for assigned portfolios. Customer Assistance Specialists are responsible for working accounts efficiently in order to maintain consistent follow-up, ensure account compliance, and complete necessary account maintenance. Specialists in Customer Assistance will also evaluate and mitigate loss exposure, providing customer-oriented service and problem resolution in accordance with established guidelines and call models.

Center Operating Hours

You must be available to work a shift between the hours of 8 am - 8 pm. Your work schedule will include 2 nights until 8 pm.

Training

Training for this position will be from 8 am - 5 pm Central time for 9 weeks. The first 6 weeks of training will be virtual and to be followed by 3 weeks of On-Site nesting phase at our office in Plano, TX.

Pay/Benefits

Competitive base salary as well as benefits effective day 1.

Hybrid (Home/Onsite) work schedule following training based on meeting and maintaining performance expectations.

What you'll be doing

  • 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.

What you bring

  • HS Diploma or GED.

  • College degree or equivalent work experience preferred.

  • Focuses one's actions and decisions on timely and accurate responses to customers.

  • Work collaboratively with other team members at all levels of the organization.

  • Communicates clearly and is easy to understand.

  • Listens actively and remains engaged.

  • Has excellent verbal communication and interpersonal skills.

  • Strong ability to be able to apply lessons learned from past experiences and be able to work through complex changes/situations in a consistently evolving work environment.

  • Working knowledge of Microsoft Office Applications (Word, PowerPoint, Excel, etc.).

What we'll bring

During your interview process, our team can fill you in on all the details of our industry-leading benefits and career development opportunities. A few highlights include:

  • 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.

  • Flextime and virtual work options (if applicable).

  • 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.

  • Flexible spending accounts.

Belonging at Toyota

Our success begins and ends with our people. We embrace diverse perspectives and value unique human experiences. Respect for all is our North Star. Toyota is proud to have 10+ different Business Partnering Groups across 100 different North American chapter locations that support team members' efforts to dream, do and grow without questioning that they belong. As a company that has been one of DiversityInc's Top 50 Companies for Diversity and a member of The Billion Dollar Roundtable supporting minority and woman-owned suppliers for over 10 years, we are proud to be an equal opportunity employer that celebrates the diversity of the communities where we live and do business.

Applicants for our positions are considered without regard to race, ethnicity, national origin, sex, sexual orientation, gender identity or expression, age, disability, religion, military or veteran status, or any other characteristics protected by law.

Have a question, need assistance with your application or do you require any special accommodations? Please send an email to talent.acquisition@toyota.com.