Customer Accounts Associate, Collections (Bilingual)

Customer Accounts Associate, Collections (Bilingual) - Permanent Full-Time

About Toyota Financial Services

Toyota Financial Services (TFS) provides retail, leasing and wholesale financial services to Toyota and Lexus dealerships and customers across Canada. TFS is a member of Toyota Financial Services Corporation (TFSC), a wholly owned subsidiary of Toyota Motor Corporation in Japan with the Canadian operation headquarters in Markham, Ontario.

What Sets Us Apart?

At Toyota Financial Services (TFS), you will help create best in class customer experiences in an innovative, collaborative and team-focused environment. TFS is an important part of the Toyota family, an award-winning global company, recognized worldwide for our technological leadership and superior standards of quality, continuous improvement and environmental responsibility.

TFS currently has an exciting full-time permanent opportunity for a Customer Accounts Associate reporting to the Manager, Collections. In this position, you will partner with customers to clearly communicate account status and ensure any late payments are addressed and averted. You will be responsible for inbound and outbound inquiries from customers to minimize delinquencies and losses to TFS lease and finance accounts.

We have implemented a hybrid work environment at our head office in Markham, ON. Number of days worked in office is subject to role requirements. More details will be discussed during the interview process.

What We’ll Bring:

• A hybrid work environment.
• A work environment built on teamwork, flexibility, and respect.
• Competitive compensation package including health and dental benefits and bonus.
• Health and dental benefits effective immediately.
• Company pension plan with matched contribution.
• Associate vehicle discount program.
• Professional growth and development programs to help advance your career, as well as tuition reimbursement.
• Fitness reimbursement.
• Great company culture-Respect for people and continuous improvement is at our core.
• Competitive time off benefits.
• Summer Hours – condensed work week during the summer.

What You’ll Be Doing:

• Responsible for handling high volume of inbound and outbound calls for collection accounts, while maintaining a respectful and customer centric approach.
• Responsible for working accounts efficiently, ensuring consistent follow-up and resolution.
• Ensure all collection activities comply with internal policies, as well as regulatory and compliance guidelines and legislation.
• Evaluate and mitigate loss exposure, providing customer-oriented service and problem resolution in accordance with established guidelines.
• Maintain accurate and detailed account notes and documentation, in accordance with established procedures.
• Analyze account characteristics and negotiate with customers on acceptable payment 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.
• Collaborate with internal teams (i.e. legal, customer service) to resolve accounts effectively.
• Monitor account trends and recommend proactive actions to mitigate risk.
• Promptly escalate sensitive and complex issues to the Supervisor.
• Offer critical decision-making as necessary when assigning accounts for repossession.
• Negotiate total losses/ insurance settlements.
• Follow up on escalated and cancelled insurance accounts.
• Contribute to team performance goals and support continuous improvement initiatives.
• Assist with various administrative tasks and duties.

What You’ll Bring:

• Bilingual – written and oral fluency in English and French required.
• 2 + years relevant work experience; preferably in automotive finance or related financial services.
• Post Secondary diploma or degree preferred.
• Excellent communication and customer management skills.
• High level of accountability and results oriented.
• Strong negotiation and decision-making skills.
• Problem-solving mindset, with the ability to assess risk and recommend solutions.
• Strong organization skills with the ability to handle multiple tasks and priorities.
• Team-oriented, with a focus on collaboration and knowledge sharing.
• Self-starter with the ability to work independently.
• Ability to manage high-volume workloads with strong attention to detail.
• Experience working with Microsoft Office and CRM systems.

Salary:

$55,000-68,000

What You Should Know:

Our success begins and ends with our people. We embrace diverse perspectives and value unique human experiences. 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, or any other characteristics protected by law.