Customer Assistance Specialist​/Collections

Customer Assistance Specialist/Collections

Who we are

Collaborative. Respectful. A place to dream and do. These are just a few words that describe what life is like  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.

Overview

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.

Toyota’s Experience Center - Eastern 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. They work 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 8 am–8 pm. Your work schedule will include 2 nights until 8 pm.

Training

Training for this position will fall between the hours of 8 am–6 pm Georgia time for 9 weeks. The first 6 weeks will be virtual training and the last 3 weeks of training will be in the office at our Alpharetta 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.

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 is required.
• Previous collections experience is required.
• Work collaboratively with other team members at all levels of the organization.
• Listen actively and remain 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.).

Added bonus if you have

• College degree or equivalent work experience preferred.

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…