Customer Assistance Supervisor

About the role

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 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. Toyota does not offer support or sponsorship of job applicants for employment-based visas or any other work authorization for this role now or in the future. You must have the right to work in the United States and not require Toyota support or sponsorship for immigration-related employment (e.g., H-1B, O-1, E-3, H-1B1, TN, F-1 OPT, F-1 STEM OPT, F-1 CPT, TN, 'job flexibility benefits' (also known as I-140 or Adjustment of Status portability), etc. now or in the future. You should not apply for this role if you will require Toyota to assist with immigration support or sponsorship now or in the future. Who we're looking for Customer Assistance Supervisors are responsible for leading a team on a day-to-day basis to ensure effective, efficient, and customer-oriented handling of communications with TFS/LFS. Supervisors maintain delinquency, repossession, and loss ratios at or below Customer Service Center objectives, and will provide direct customer service on elevated, sensitive, complex collection issues. Each Supervisor will lead direct reports from the Experience Center, and is responsible for handling all performance management tasks, providing one-on-one and ongoing coaching to Customer Assistance Specialists and ensuring that KPIs are reported up to the Manager for applicable Customer Assistance workgroups. The Supervisor will participate in recruiting and hiring processes for the collections team, providing insight into team capacity and ensuring that adequate staffing is assured to handle volume.