Arrears Specialist

We are looking for individuals to join our Customer Outcomes team, where you will provide effective arrears support to our TFSUK Customers, ensuring a high-level of service is provided at all times.

Using your listening skills, you will communicate with customers always showing empathy and professionalism, adhering to regulatory standards (including Consumer Duty) at all times. Our brands include Toyota Financial Services, Lexus Financial Services, Redline Finance and Mazda Financial Services.

Working in a fast-paced environment, you will work to specific deadlines, maintaining the focus of delivering good customer outcomes.

Requirements:

What you'll be doing:

• Responsible for the efficient and timely execution of financial support, managing customer accounts, and resolving issues in line with Toyota Financial Services policies and procedures.
• Engage with customers to identify tailored solutions that ensure positive outcomes, including affordable repayment plans, whilst maintaining a high level of customer care and consideration of their financial circumstances.
• Maintain a strong understanding of Consumer Duty regulations, ensuring all collections processes comply with the relevant legal and regulatory requirements, especially around fair treatment of vulnerable customers.
• Ensure that all interactions align with Toyota Financial Services' commitment to delivering excellent customer outcomes, working to resolve queries and concerns in a manner that is both ethical and customer-focused.

How you could stretch this role:

• Work closely with internal teams, including Customer Experience and Customer Relations, to ensure that the approach is consistent, fair, and compliant with corporate and regulatory guidelines.
• Actively contribute to improving the financial difficulty and collections process, identifying areas for enhancing customer outcomes and compliance with evolving regulations.
• Stay informed about changes in financial regulations, Toyota Financial Services policies, and best practices within the industry, ensuring ongoing professional development and awareness.
• Involvement in ad-hoc projects.

Experience you'll gain:

• Developing excellent verbal and written communication skills, acting as the first point of contact for customers of Toyota Financial Services.
• Working within a dynamic and fast-paced environment that encourages personal development and fosters growth.
• Supportive work relationship with line managers and fellow team members.
• Invaluable corporate experience working practically in a Customer Outcomes environment.

Experience & Skills:

• Proven experience in a customer service, collections or financial services role.
• Strong understanding of Consumer Duty regulations and their application in a financial services environment.
• Excellent communication and interpersonal skills, with the ability to engage empathetically with customers who are in financial difficulty.
• Proficiency with relevant software and CRM systems.

Attributes & Behaviours:

• Self-motivated, able to work effectively under your own initiative.
• Flexible attitude towards duties.
• Keen attention to detail
• Team-orientated, able to work efficiently with other departments within the organisation.
• Strong time management and organisational skills.

What you'll get to own:

• Direct engagement with TFSUK customers, aiming to provide effective tailored solutions and prioritise excellent customer outcomes.
• Maintaining accurate, up-to-date records of customer interactions, payment arrangements, and account statuses to support audit and reporting requirements.

Benefits:

We offer an excellent benefits package, which includes bonus, pension, private healthcare and much much more.

Our Recruitment process

At Toyota Financial Services (TFS) we value everyone and are pleased to be recognised as a Disability Confident Employer, which is a national standard that ensures our processes are accessible to all.

Everyone is unique, and that means what works for some may not work for everyone. When it comes to recruitment, please do let us know if we can adjust our process to be meet your accessibility needs.

Some examples of how we might be able to help are listed below:

• Providing a copy of interview questions before the interview
• Organising a time and location that best suits you
• Allowing additional time for the assessment and interview

We are happy to review any adjustment on a case-by-case basis, so please let us know how we can support you to be your best self.