Customer Outcomes & Collections Specialist

Toyota Financial Services, Kinto And Kinto Join; Epsom and Ewell; Hybrid; GBP 25,000 - 35,000; Full time

Benefits offered by this job

Hybrid working 2 days in office

Pension scheme

Private medical healthcare

Annual leave 25 days

Employee assistance program

Job summary

Toyota Financial Services is seeking a Customer Outcomes specialist in the UK to support arrears and collections, delivering fair outcomes for customers in financial difficulty. You will apply your experience to identify tailored repayment plans and ensure compliant handling under Consumer Duty.

The role emphasizes empathy, compliant processes, and collaboration with other departments to resolve queries ethically and efficiently.

Qualifications

• 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.

Responsibilities

• 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.
• Maintain a strong understanding of Consumer Duty regulations, ensuring all collections processes comply with the relevant legal and regulatory requirements.
• Deliver excellent customer outcomes, resolving queries and concerns in an ethical and customer-focused manner.

Skills

Collections experience

Arrears experience

Vulnerable customers

Consumer Duty knowledge

Communication skills

Job description

Toyota Financial Services is seeking a Customer Outcomes specialist in the UK to support arrears and collections, delivering fair outcomes for customers in financial difficulty. You will apply your experience to identify tailored repayment plans and ensure compliant handling under Consumer Duty.

The role emphasizes empathy, compliant processes, and collaboration with other departments to resolve queries ethically and efficiently.