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Arrears Resolution Specialist

1 month ago

Epsom, Surrey, United Kingdom Toyota Financial Services, KINTO and KINTO JOIN Full time
Customer Outcomes Specialist

We are seeking a skilled Customer Outcomes Specialist to join our team at Toyota Financial Services, KINTO and KINTO JOIN. As a key member of our Customer Outcomes team, you will play a vital role in providing effective arrears support to our customers, ensuring a high level of service is provided at all times.

Using your excellent listening skills, you will communicate with customers in a professional and empathetic manner, adhering to regulatory standards, including Consumer Duty, at all times. You will work in a fast-paced environment, managing customer accounts and resolving issues in line with our policies and procedures.

Key Responsibilities:

  • 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.

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 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.