Overview

Who we are

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

• Conduct the corresponding traces to ensure all possible leads have been reviewed prior to charging off the account.
• Prepare skip tracing worksheet on all accounts that will be charged off prior to the 120 days.
• Request supervisor approval prior to processing missing liens on units.
• Submit through Auto Reg any missing lien, ensuring the process is completed and document results in the system.
• Request and document in collection and lien log all the requested releases for accounts with payments, repossessed and bankruptcy accounts.
• Prepare and send letters with requests to cancel products for all Skips and follow up until checks are received.
• Ensure supervisor and manager approval are in place if an account will be charged off with more than 120 days.
• Ensure every step is being done to meet all delinquency, charge off and repo goals.
• Document accounts to ensure every step follows company policies.
• Prepare 4019 forms with all required information prior to the charge off being completed.

• Ensure cure letter bot is processing every Tuesday and Thursday.
• Print all cure letters and prepare them to be sent.
• Disclose all accounts in the "Accounts to be Referred" log for the filing process.
• Scan the Cease-and-Desist 1802, Skip List 1009, Hold Tittle List 1085, High Risk 1055, Stopper 1999, Mobile 1905, Limited Communications 1819 collection list daily to ensure compliance and to work the referral process on a timely manner.
• Ensure all bankruptcy accounts are handled according to federal laws, regulations, and policies.
• Obtain approval on all the referrals prior to agency assignment.
• Refer all accounts from list 1825 to the designated repossession system for collection and or repo weekly.
• Document the referral completion for each account with code ASSG/Pin accounts to referrals list 1071.
• Follow up agency performance, update and document the results in the Repossession System, Loan Servicing System, Host System, and Agency Referral log.
• Daily update the Repo, Agency, Skips and Lien log, reporting accurate Repo, charge off and current account details.
• Weekly ensure all cases referred to agencies have the proper follow up and documentation in the repossession system and collections.
• Follow all the skip tracing steps while working accounts assigned to agencies.
• Follow up with the agency for fast resolution of any incorrect repo documents and ensure they urgently arrive corrected.

• Negotiate payment arrangements to bring accounts out of collections status.
• Successfully manage and resolve delinquency on accounts greater than 60 days past due
• Make outbound calls to customers that are delinquent on accounts.
• Determine the appropriate course of action for delinquent accounts
• Demonstrate strong knowledge of and compliance to FDCPA
• Accurately dispose and note down accounts to reflect collection activities.
• Able to handle special projects, learn new tasks and adapt to new ideas, processes, and procedures in an expedite manner.
• Review customer history and, where appropriate and based on established policies and procedures, waive late charges, grants and process retail extensions, grants and processes reasonable goodwill and/or refunds within the limits of established guidelines.
• Fulfill commitments made to customers and follow-up to ensure beneficial outcomes.
• Research unique customer requests using internal manuals, policies and guidelines, systems and best practices by using Kaizen methodology.

• Identify and report compliance risks, gaps in current policies, procedures, regulations and/or any other more complex non- routine issue.
• Maintain sense of urgency when dealing with escalated issues while providing the outmost high level of customer satisfaction.
• Analyze account characteristics and work with customers and/or vendors to resolve their issues.
• Participate in process and procedural discussions across multiple functional areas to maintain understanding of current processes.
• Perform other miscellaneous activities/duties as assigned.
• Perform special projects to improve efficiency and performance.
• Facilitate a work environment that encourages knowledge, respect, and development of skills.
• Participate in the development of Kaizen projects that benefit the Collections department.
• Knowledgeable on current state and federal compliance policies, procedures, and regulations
• Satisfactorily complete all mandatory training required.

• High School Education or Equivalent

• Four-Year College Degree (BA or BS)

• 2-5 years of relevant / progressive work experience (in similar field and/or industry)

• Intermediate knowledge of MS Office, including Outlook and Excel. Able to manage data and information, create visual representation of data, pivot tables, filter information, SUMIF, COUNTIF, VLOOKUP, etc.
• Time management
• Strong verbal and written Spanish and English skills
• Work collaboratively with other team members
• Customer oriented, warmth and empathy
• Problem-solving