Early Collections Representative

Toyota Financial Services; City of Melbourne; Hybrid; AUD 55,000 - 65,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Toyota Financial Services in Scoresby is seeking an Early Collections Representative on a 6-month contract to support customers across the car loan lifecycle. You will handle general enquiries by phone and email, focusing on first-call resolution and respectful customer service.

The role requires strong communication, the ability to negotiate payment arrangements, and the capacity to work across multiple technology platforms in a fast-paced, hybrid work environment.

Qualifications

• Previous call based customer service experience (mandatory).
• Experience dealing with vulnerable customers (highly desirable).
• Strong written and verbal communication skills.
• Ability to understand and meet customer needs.
• Ability to remain professional and work under pressure in a fast-paced environment.
• Ability to work across multiple technology platforms, monitors and multi-skill whilst on calls.
• Strong active listening, problem solving and rapport building skills.
• The ability to work both autonomously and as part of a team.

Responsibilities

• Provide first call resolution to all general customer enquiries via telephone and email
• Engage with Customers to provide solutions to their Finance Needs
• Ensure that promise to pay and payment arrangements are inputted correctly and meet the financial needs of the customer with negotiation
• Contribute to the success of our business through making recommendations for improvement and taking ownership of your own results

Skills

Call-based customer service

Communication skills

Multi-platform use

Job description

An opportunity has opened to support the Customer Resolutions team on a 6-month contract as an Early Collections Representative.

As an Early Collections Representative, you'll be servicing the needs of customers across a variety of brands at our Caribbean Park office in Scoresby.

It's a fast-paced and highly supportive environment that places a big focus on your ongoing development and career pathway.

Our hours of operation are:

• Monday to Thursday 8:30am to 7:00pm
  
• Friday 8:30am to 6:00pm
  

You will need to be available during the above times.

We are closed on the weekends and national public holidays.

We offer a hybrid way of working where we enjoy 2-3 days per week in the office to catch up with our team and also for other reasons where it makes sense to be face-to-face such as for training and other special occasions.

What can you expect?

As an Early Collections Representative, you will support customers during a variety of the in-life customer journey including general account enquiries relating to their car loan, refinancing car loans, insurance & roadside assistance policy sales, and early collections. You will provide a high level of customer service with a focus on first-point resolution and exceeding customer expectations.

• Provide first call resolution to all general customer enquiries via telephone and email
  
• Engage with Customers to provide solutions to their Finance Needs
  
• Ensure that promise to pay and payment arrangements are inputted correctly and meet the financial needs of the customer with negotiation
  
• Contribute to the success of our business through making recommendations for improvement and taking ownership of your own results
  

Your attributes- If you've got one or more, we'd love to hear from you!

• Previous call based customer service experience (mandatory)
  
• Experience dealing with vulnerable customers (highly desirable)
  
• Strong written and verbal communication skills
  
• Ability to understand and meet customer needs
  
• Ability to remain professional and work under pressure in a fast-paced environment
  
• Ability to work across multiple technology platforms, monitors and multi-skill whilst on calls
  
• Strong active listening, problem solving and rapport building skills
  
• The ability to work both autonomously and as part of a team
  

Please note this is a contracted role with Toyota Finance via Hays Recruitment. You will be a Hays employee.