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Client Care Advocate

2 months ago

Plano, United States Toyota Motor Sales, U.S.A., Inc. 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.

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.

What we're looking for

The Client Care Advocate will provide outstanding customer service to both our TFSB clients and field managers by assisting clients with inquiries and requests while providing a high level of service through various contact channels and by providing counsel to clients and the field sales team.

This position has four components: client service, monitor/handle online banking matters, process wire requests, and process various deposit notifications and mails. This is a customer facing, point of contact role which plays a critical role of building Toyota and the bank's brand. Additionally, this role will oversee all incoming communications and deposit applications via TFSB's online customer-facing digital platform ensuring positive digital banking customer experiences. This person will significantly contribute to TFSB's commitment to provide extraordinary customer care to our customers, both internal and external to TFS.

This position will report to the Operations Supervisor and will be an individual contributor role.

What you'll be doing

Client Services
  • Responds to client inquiries received through various communication channels such as inbound calls, email messages, online portal, etc.
  • Efficiently manages inbound communication to successfully meet productivity requirements and service standards.
  • Anticipates and resolves problems in an empathetic, thoughtful, thorough, and timely manner.
  • Determine and conduct necessary customer authentication based on policy and fully document in most effective manner while ensuring to be in compliant with various banking regulation.
  • Coordinate with the appropriate team member/department to effectively resolve origination and complex customer requests and/or challenges.
  • Proactively communicate with mortgage borrowers to maintain their homeowner insurance status to prevent mortgage payment increase.
  • Maintains sufficient knowledge about banking products and services and responds to inquiries accordingly.
  • Follows published bank policies and procedures to ensure compliance with banking regulations.
Online Banking Platform
  • Monitor/respond customer inquiries via online banking platform.
  • Facilitate online transaction limit increase request as needed.
  • Troubleshoots client issues with remote and online services such as online banking access, mobile banking, remote deposit, etc.
  • Monitor/assign online deposit applications for timely application processing while ensuring all necessary information is collected and reviewed.
Wire Requests
  • Facilitate customer's wire requests by validating the customer's identity, ensuring the completeness of the wire form, and confirming the wire information.
  • Properly document wire requests and notify Operation Cash Management team.
  • Follow through wire requests and keep the customer and the RBPM informed until the completion.
Deposit Account Servicing
  • Process CD renewal notifications daily.
  • Monitor dormant/pre-dormant accounts on a regular basis, proactively notify the account owners, and update the account status in effort to minimize dormant/escheatment accounts
  • Maintain account name records, update customer's risk rating ensuring solid data hygiene in the deposit core system.
  • Monitor/handle all incoming and outgoing deposit mails.
  • Partner with Operation Cash Management team to ensure proper and timely check deposit processing.
  • Partner with AFCC team by effectively communicating with customers to confirm transactions and to collect required information to prevent fraud activities.
Qualifications/ What you bring
  • High School Education or Equivalent
  • 2+ years of relevant work experience in Banking and/or Mortgage Lending
  • Expertise in Microsoft Office Suite (Word, PowerPoint, Excel, Outlook)
  • Experience using Salesforce
Added bonus if you have
  • Experience with Fiserv Premier
  • Experience with online banking platform such as Q2 and MANTL
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
  • Relocation assistance (if applicable)


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.