Bilingual Customer Accounts Associate

Bilingual Customer Accounts Associate

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 the Customer Accounts Associate reporting to the Supervisor, 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 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:

• Responsible for handling inbound and outbound calls for collection accounts for assigned portfolios while maintaining a respectful and customer centric approach.
• Responsible for working accounts efficiently to maintain consistent follow-up, ensure account compliance, and complete necessary account maintenance.
• Evaluate and mitigate loss exposure, providing customer-oriented service and problem resolution in accordance with established guidelines and call models.
• Document all activities in accordance with established procedures in a clear and concise manner utilizing the appropriate systems and 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 Supervisor.
• Complete non-phone-based projects and account maintenance/remediation efforts.
• Offer critical decision-making as necessary when assigning accounts out for repossession.
• Negotiate total losses / insurance settlements.
• Follow up on escalated and cancelled insurance accounts.

What You’ll Bring:

• Bilingual – written and oral fluency in English and French.
• 2 + years relevant work experience; preferably in automotive finance.
• High School diploma or equivalent. Post Secondary diploma or degree preferred.
• Excellent communication, negotiation and decision-making skills.
• Strong organization skills with the ability to handle multiple priorities.
• Work collaboratively with other team members at all levels of the organization.
• Self-starter with the ability to work independently.
• You must be available to work a shift between the hours of 8:00 am to 8:00 pm.

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.