Bilingual Senior Customer Accounts Specialist

Job Description

Bilingual Senior Customer Accounts Specialist, Collections - Permanent

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 as a Bilingual Senior Customer Accounts Specialist 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 handling inbound and outbound inquiries from late-stage delinquent customers, with the goal of minimizing delinquencies and reducing losses on TFS lease and finance accounts.

We have implemented a hybrid work environment and our head office is 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

• Manage and resolve high-risk and complex delinquent accounts, including repossessions, fraud investigations, bankruptcies, consumer proposals, deceased estates, and insurance recoveries.
• Responsible for handling inbound and outbound calls for assigned portfolios, to negotiate payment arrangements and resolve account delinquencies, while maintaining a respectful and customer centric approach.
• Responsible for working accounts efficiently, ensuring consistent follow-up, and completion of necessary account maintenance.
• Evaluate and mitigate loss exposure, to provide customer-oriented service and problem resolution in accordance with established guidelines and provincial legal requirements.
• Ensure accurate documentation of collection activities within designated systems.
• Analyze account characteristics and make appropriate recommendations.
• Use appropriate collection and skip-tracing tools to maintain delinquencies, repossessions, and losses at or below corporate objectives.
• Responsible for collaborating with legal, bailiffs, dealers and auction to resolve delinquent accounts.
• Promptly report/refer sensitive and complex issues to the Supervisor.
• Offer critical decision-making as necessary when assigning accounts for repossession.
• Follow up on escalated and cancelled insurance accounts.
• Process charge-offs in accordance with established guidelines.
• Contribute to team performance goals and continuous improvement initiatives by providing input to enhance departmental dashboards, actively participating in departmental and company projects and training opportunities.
• Provide ongoing guidance, support, and mentorship to peers, fostering knowledge sharing, skill development, collaboration, and continuous growth within the team.
• Assist with various administrative tasks and duties.

What You’ll Bring

• Bilingual – written and oral fluency in English and French preferred.
• 3 + years relevant work experience; preferably in automotive finance.
• Post Secondary diploma or degree preferred.
• Excellent communication, negotiation and decision-making skills.
• 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 priorities.
• High level of accountability and results oriented.
• Team-oriented, with a focus on collaboration and knowledge sharing.
• Ability to manage high-volume workloads with strong attention to detail.
• Self-starter with the ability to work independently.
• Experience working with Microsoft Office and CRM systems.

The anticipated annual base salary for this position is $64,376 - $80,470. The offered salary will be based on the candidate’s experience, knowledge, skills and qualifications so there could be some flex on this depending on the right candidate.

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.

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