Customer Outcomes Executive

At Toyota Financial Services, we pride ourselves on offering the highest levels of service to our customers, always enhancing the customers end to end journey.

We are looking for individuals wth previous Outcomes / Collections / Arrears experience to join our Customer Outcomes team, where you will provide effective arrears support to our Customers.

Using your listening skills, you will communicate with customers always showing empathy and professionalism, adhering to regulatory standards (including Consumer Duty) at all times, maintaining the focus of delivering good customer outcomes.

• 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.

• Proven experience in a collections or financial services role.
• Previous experience with arrears, collections and vulnerable customers.
• 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.

• 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.

At Toyota Financial Services (TFS) we value everyone and are pleased to be recognised as a Disability Confident Employer.

We are committed to supporting disabled applicants throughout the recruitment process. Should you meet the minimum criteria for this role and wish to apply under the DC scheme, you may be moved forward to the next stage. Please ensure to add this information into your application.

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 to support you to be your best self.