Senior Assistant, Collections

Toyota North America; San Juan (PR); On-site; USD 42,000 - 60,000; Full time

Job summary

Toyota North America is seeking a Senior Assistant in Collections to serve as the liaison between TCPR and customers. The role involves managing overdue payments, developing repayment plans, and addressing inquiries through inbound and outbound calls while ensuring compliance and loss exposure mitigation.

The position requires 2–5 years of related experience, strong MS Office skills, and bilingual Spanish/English communication. Work schedule is Monday–Friday with potential overtime as needed.

Qualifications

• Strong verbal and written Spanish and English skills are required.
• 2-5 years of relevant, progressive work experience in collections or similar field.
• Experience with delinquency processes and FDCPA compliance is preferred.

Responsibilities

• Conduct traces ensuring all possible leads have been reviewed before charging off an account.
• Prepare skip tracing worksheets on all accounts to be charged off before 120 days.
• Request supervisor approval before processing missing lien on units.
• Submit missing lien through AutoReg, ensuring the process is completed and document results.
• Request and document releases for accounts with payments, repossessed and bankruptcy accounts in the collection and lien log.
• Prepare and send letters to cancel products for all skips and follow up until checks are received.
• Ensure supervisor and manager approval for accounts charged off with more than 120 days.
• Ensure all steps meet delinquency, charge-off, and repo goals.
• Document accounts to ensure compliance with company policies.
• Prepare 4019 forms with required information prior to charge-off completion.

Skills

Bilingual Spanish/English

MS Office (Outlook, Excel)

Time management

Customer service orientation

Communication skills

Problem-solving abilities

Education

High School Education or Equivalent

Four-Year College Degree

Tools

MS Office

Job description

Who we are 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.

Job Summary

The purpose of this role is to serve as the liaison between TCPR and customers. The Senior Assistant in Collections oversees accounts to identify overdue payments, report collections activity, address client queries, and develop repayment plans. They handle non‑routine situations, make inbound and outbound calls for collections accounts, perform account maintenance, maintain consistent follow‑up, ensure compliance, and address escalated issues. They also evaluate and mitigate loss exposure, provide customer‑oriented service and problem resolution in accordance with established guidelines and call models.

Primary Job Accountabilities

• Conduct traces ensuring all possible leads have been reviewed before charging off an account.
• Prepare skip tracing worksheets on all accounts to be charged off before 120 days.
• Request supervisor approval before processing missing lien on units.
• Submit missing lien through AutoReg, ensuring the process is completed and document results.
• Request and document releases for accounts with payments, repossessed and bankruptcy accounts in the collection and lien log.
• Prepare and send letters to cancel products for all skips and follow up until checks are received.
• Ensure supervisor and manager approval for accounts charged off with more than 120 days.
• Ensure all steps meet delinquency, charge‑off, and repo goals.
• Document accounts to ensure compliance with company policies.
• Prepare 4019 forms with required information prior to charge‑off completion.

Agency Referral Process

• Ensure cure letter bot processes every Tuesday and Thursday.
• Print cure letters and prepare them to be sent.
• Disclose accounts in the "Accounts to be Referred" log.
• Scan daily lists such as Cease‑and‑Desist 1802, Skip List 1009, Hold Title List 1085, High Risk 1055, Stopper 1999, Mobile 1905, Limited Communications 1819 to ensure compliance and timely referral.
• Ensure bankruptcy accounts are handled according to federal laws, regulations, and policies.
• Obtain approval on referrals before agency assignment.
• Weekly refer accounts from list 1825 to the repossession system.
• Document referral completion for each account with code ASSG/Pin accounts to referrals list 1071.
• Follow up on agency performance, update and document results in the Repossession System, Loan Servicing System, Host System, and Agency Referral log.
• Daily update Repo, Agency, Skips and Lien logs, reporting accurate Repo, charge‑off and current account details.
• Weekly ensure referred cases have proper follow‑up and documentation in the repossession system and collections.
• Follow skip tracing steps while working accounts assigned to agencies.
• Follow up with the agency for fast resolution of any incorrect repo documents and ensure they arrive corrected.

Collecting Delinquencies

• Negotiate payment arrangements to bring accounts out of collections status.
• Manage and resolve delinquency on accounts greater than 60 days past due.
• Make outbound calls to delinquent customers.
• Determine appropriate action for delinquent accounts.
• Demonstrate strong knowledge of and compliance to FDCPA.
• Record payment activities accurately.
• Review customer history, waive late charges, grant retail extensions, and provide goodwill adjustments within established guidelines.
• Fulfill commitments and follow up to achieve beneficial outcomes.
• Research customer requests using internal manuals, policies, systems and Kaizen methodology.

Other Responsibilities

• Identify and report compliance risks, gaps in current policies, procedures, regulations, and other complex non‑routine issues.
• Maintain sense of urgency when dealing with escalated issues while providing high customer satisfaction.
• Analyze account characteristics and work with customers or vendors to resolve issues.
• Participate in process and procedural discussions across multiple functional areas to maintain understanding of current processes.
• Perform other miscellaneous activities and duties as assigned.
• Lead special projects to improve efficiency and performance.
• Facilitate a work environment that encourages knowledge, respect, and skill development.
• Participate in the development of Kaizen projects that benefit the Collections department.
• Be knowledgeable on state and federal compliance policies, procedures, and regulations.
• Complete mandatory training required.

Education

• High School Education or Equivalent.

Preferred

• Four‑Year College Degree (BA or BS).

Experience – Subject Matter Expertise

• 2-5 years of relevant, progressive work experience in a similar field and/or industry.
• Intermediate knowledge of MS Office, including Outlook and Excel; able to manage data, create visual representations, use pivot tables, filter, SUMIF, COUNTIF, VLOOKUP, etc.
• Strong time‑management skills.
• Strong verbal and written Spanish and English skills.
• Collaborative teamwork abilities.
• Customer‑oriented, warm, and empathetic.
• Problem‑solving abilities.

Work Schedule

• Monday-Friday, 8:00 a.m. to 5:00 p.m. Overtime and holiday work may be required in some instances.

Applicants for our positions are considered without regard to race, ethnicity, national origin, sex, sexual orientation, gender identity or expression, age, disability, religion, military or veteran status, or any other characteristics protected by law.