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 Customer Assistance Team is looking for a passionate and highly motivated Customer Assistance Specialist (Skip Tracing 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 interactions across the TFS and LFS (Lexus Financial Services) 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 (Skip Tracing Specialists) are responsible for handling inbound calls for collection accounts, account maintenance, and liquidation for assigned portfolios. Customer Assistance Specialists are responsible for working accounts efficiently 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 8am-5pm. Training Training for this position will fall between the hours of 7am-6pm Central time for 7 weeks. The first 5 weeks will be virtual training and the last 2 weeks of training will be in the office at our Plano location. 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.

Responsibilities

• Use appropriate collection and skip tracing tools to maintain delinquencies, repossessions, and losses at or below corporate objectives.
• 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.
• 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.

Requirements

• HS Diploma or GED.
• Previous experience working in a customer service environment.
• Work collaboratively with other team members at all levels of the organization.
• Listens actively and remains engaged.
• Excellent verbal communication and interpersonal skills; easy to understand.
• Adaptability and coachability to work through complex changes/situations.
• Working knowledge of Microsoft Office Applications (Word, PowerPoint, Excel, etc.).

Nice-to-haves

• College degree or equivalent work experience preferred.
• Previous collections experience.
• Skip tracing experience preferred.

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.
• 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)