Collections Supervisor

Job Description

Collections Supervisor

About Toyota Financial Services

Toyota Financial Services (TFS) provides retail, leasing and wholesale financial services to Toyota and Lexus dealerships and customers across Canada. TFS is a member of Toyota Financial Services Corporation (TFSC), a wholly-owned subsidiary of Toyota Motor Corporation in Japan with the Canadian operation headquarters in Markham, Ontario

What Sets Us Apart?

At Toyota Financial Services (TFS), you will help create best in class customer experiences in an innovative, collaborative and team-focused environment. TFS is an important part of the Toyota family, an award winning global company, recognized worldwide for our technological leadership and superior standards of quality, continuous improvement and environmental responsibility.

TFS currently has an exciting permanent opportunity as a Collections Supervisor, reporting to the Collections Manager. This role resides in our Markham Head Office.

What you will be doing:

• Lead a team of collectors by providing daily direction, motivation and performance coaching.
• Conduct regular 1:1's, monitor KPI performance and implement action plans to improve productivity and cure rates.
• Foster a high-performance culture that balances results with customer experience and compliance.
• Review past due accounts to ensure department objectives are met.
• Provide collections team with guidance, coaching and recommendations to minimize losses.
• Provide collections team with direction and approvals, ensuring all collection process steps are followed.
• Approve repossessions & vehicle write-off's.
• Accurately process Leased Vehicle Total Loss Reports daily, ensuring policy compliance
• Review inventory management reports monthly to ensure repossessions are moved to auction, sold & closed in a timely manner.
• Review Collection team's calls for quality assurance
• Review Collections Dashboard stats daily. Collaborate with Collections team to analyze results and review expectations.
• Work with the Retail Credit team to investigate potential fraudulent activities
• Work with bailiff's, skip tracers daily to discuss customer/vehicle location
• Work with internal & external Legal Counsel to discuss legal files
• Collaborate with the Re-Marketing Department and Auctions regarding vehicle pick-up, sales & resolve any discrepancies as required
• Assist the Customer Account Associates with unresolved or disputed insurance total loss claims as required
• Handle all customer escalations relating to delinquency and repossession disputes

What you bring:

• Postsecondary Diploma or Degree (business or related discipline preferred)
• 5+ years relevant work experience in Collections
• Supervisory experience with the ability to lead, coach, motivate and develop team
• Excellent communication, negotiation and conflict resolution skills
• Proficient in data analytics with the ability to identify insights and recommend improvements
• Self-starter, independent and results-driven
• Innovative and proactive mindset and approach
• Proficient in Microsoft Office Suite and customer service management software (ex. Salesforce)
• Bilingual (English/French) preferred

What We'll Bring :

• A work environment built on teamwork and respect.
• Competitive salary including bonus.
• Health and dental benefits effective immediately.
• Company pension plan with matched contribution.
• Associate Vehicle discount program.
• Professional growth and development programs, including tuition reimbursement.
• Fitness reimbursement.
• Great company culture – Respect for People and Continuous Improvement is at our core.

What You Should Know:

Our success begins and ends with our people. We embrace diverse perspectives and value unique human experiences. We are proud to be an equal opportunity employer that celebrates the diversity of the communities where we live and do business. Applicants for our positions are considered without regard to race, ethnicity, national origin, sex, sexual orientation, gender identity or expression, age, disability, religion, or any other characteristics protected by law.