Customer Assistance Supervisor

Overview

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.

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 does not offer support or sponsorship of job applicants for employment-based visas or any other work authorization for this role now or in the future. You must have the right to work in the United States and not require Toyota support or sponsorship for immigration-related employment (e.g., H-1B, O-1, E-3, H-1B1, TN, F-1 OPT, F-1 STEM OPT, F-1 CPT, TN, 'job flexibility benefits' (also known as I-140 or Adjustment of Status portability), etc.

now or in the future. You should not apply for this role if you will require Toyota to assist with immigration support or sponsorship now or in the future.

Who we're looking for

Customer Assistance Supervisors are responsible for leading a team on a day-to-day basis to ensure effective, efficient, and customer-oriented handling of communications with TFS/LFS. Supervisors maintain delinquency, repossession, and loss ratios at or below Customer Service Center objectives, and will provide direct customer service on elevated, sensitive, complex collection issues.

Each Supervisor will lead direct reports from the Experience Center, and is responsible for handling all performance management tasks, providing one-on-one and ongoing coaching to Customer Assistance Specialists and ensuring that KPIs are reported up to the Manager for applicable Customer Assistance work groups. The Supervisor will participate in recruiting and hiring processes for the collections team, providing insight into team capacity and ensuring that adequate staffing is assured to handle volume.

What you'll be doing

* Oversee the day-to-day activities of a Customer Assistance unit to ensure a customer-first approach to handling all communications.

* Serve as a resource to Customer Assistance Specialists dealing with more complex or difficult customer transactions, providing direct customer service on elevated, typically sensitive or complex, collection issues, and reporting/referring the most complex and sensitive issues to the Customer Assistance Manager for resolution.

* Monitor and evaluate staff performance levels and workflow efficiencies to meet projected needs and ensure the highest level of customer satisfaction and team member productivity.

* Ensure quality of service by providing effective coaching and constructive feedback to Customer Assistance Specialists on an individual and ongoing basis on customer contact quality, processing accuracy, and work efficiency as well as enabling them to take an active role in improving their own performance and thus maximizing individual and Experience Center potential.

* Identify opportunities for team members to develop new skills and abilities required to increase their effectiveness. Complete objective and relevant performance appraisals for direct reports in a timely manner.

* Work in conjunction with other Supervisors and Managers in the evaluation, development, and implementation of workflow efficiencies to ensure a world-class customer experience.

* Maintain delinquency, repo- and loss ratios at or below established objectives. Monitors service level for inbound groups.

* Assists the Customer Assistance Manager in developing standard and consistent operating procedures, goals, and objectives for the department including call handling, adherence to call model, monitoring, customer retention, and follow-up guidelines.

* Monitor the changing needs of the team and provide input and participate in the interview, selection and hiring process to ensure adequate staffing levels.

What you bring

* Ability to build relationships with a broad audience both internal and external to TFS.

* Manage projects successfully to meet deadlines, provide deliverables, and adhere to budgets.

* Work collaboratively with other team members.

* Strong organizational and stakeholder management skills.

* Strong verbal, written, and analytical skills.

* Strong analytical and account review skills

* Experience working in Impounds

* Working knowledge of Microsoft Office Applications (Word, PowerPoint, Excel, etc.)

* Displays leadership qualities to build trust, followership, and genuine relationships.

* Demonstrates ownership of overall Experience Center performance by supporting, motivating, and…