Recoveries Executive

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

Using your excellent communication and interpersonal skills, you will engage with customers who are in financial difficulty, providing tailored solutions and prioritizing excellent customer outcomes. You will work closely with internal teams to ensure that our approach is consistent, fair, and compliant with corporate and regulatory guidelines.

Key Responsibilities:

• Provide effective arrears support to customers, ensuring a high level of service is provided at all times.
• Engage with customers to identify tailored solutions that ensure positive outcomes, including affordable repayment plans.
• Maintain a strong understanding of Consumer Duty regulations, ensuring all collections processes comply with the relevant legal and regulatory requirements.
• Ensure that all interactions align with Toyota Financial Services' commitment to delivering excellent customer outcomes.

Requirements:

• 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.

What You'll Get to Own:

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

On the job training will be provided, and we recognize that everyone learns differently. We want to ensure that our training will suit your learning style. We are open to talking to you about how we can make learning your new role in the most positive way.

Benefits:

At Toyota Financial Services, we offer a range of benefits, including:

• Hybrid working pattern with 2 days in the office and 3 days from a location of your choice.
• Access to attractive car schemes for you and your family.
• Excellent pension scheme with up to 6% employee contribution and 15% employer contribution.
• Generous annual leave of 25 days, increasing with service, and holiday purchase option.
• Private Medical Healthcare, including Digital GP Service.
• Group Income Protection cover with Aviva, including physical, mental, and financial wellbeing services.
• Employee Assistance Program and Eye tests.
• Onsite gym, Sports and Social Club, and flu jabs to keep you healthy.
• Wellbeing hour each month and many more initiatives throughout the year to encourage a healthy mind and body.
• Dress for your day policy to make you feel comfortable at work.
• Eco HQ, free parking, and restaurant.
• Two volunteering days per year.
• Reward gateway voucher discounts.
• Flexible working scheme and we welcome flexible working conversations at interview.
• Regular 121s with your manager and a personal development review (PReview) each quarter.
• A wide range of learning and development opportunities, including LinkedIn Learning courses.
• £250 contribution towards learning something new outside of work.
• Annual events, including summer party, BBQ, and Xmas party.

We are committed to being a Disability Confident Employer and welcome applications from all candidates. We may use workable one-way video interviewing as part of our recruitment process. We'll provide you with more information around this as you progress through the stages.

For this role, we follow a 1st and 2nd round interview process with a member of HR and the hiring Manager/s. The interview will be via Teams and/or Face to Face, so that we ensure you have the best experience. 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 meet your accessibility needs.