Collections Supervisor

Overview

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.

Responsible for leading a team on a day-to-day basis to ensure effective, efficient, and customer-oriented handling of communications with delinquent TCPR customers. Develop initiatives to maintain delinquency, repossession, and loss ratios at or below Collection objectives. Analyze collections portfolio and behavior to work and implement successful execution of risk-based collection strategies. The Supervisor will also be expected to provide direct customer service on elevated, sensitive, complex collection issues. The Supervisor will lead direct reports from the Collections and Loss Recovery areas and will be responsible for handling all performance management tasks, providing one-on-one and ongoing coaching to CSRs, and ensuring that KPIs are reported up to the Manager for applicable Collections work groups. 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.

Primary Job Accountabilities

Operations Management

• Using data-driven approaches, develop policies, initiatives, and tactics to optimize collections and from delinquent and high-risk businesses.
• Maintains delinquency, repo and loss ratios at or below established objectives. Monitors the different delinquency bucket behaviors thru the different collection stages to forecast delinquency and loss.
• Develop KPIs and testing plans to measure the effectiveness of the collections initiatives and optimize them over time.
• Monitor emerging trends in collections treatment and technology across the industry.
• Oversee the day-to-day activities of a Collections unit to ensure a customer-first approach to handling delinquent customer communications.
• Assists the CUEM in developing standard and consistent operating procedures, goals, and objectives for the department.

• Assists in the on-going training and coaching of the department team members and suppliers to improve customer contact quality, processing accuracy and work efficiency as well as maximize performance and development of team members, enabling them to take an active role in improving their performance.
• Monitors and evaluates staff performance levels and workflow efficiencies to meet projected needs and ensure the highest level of customer satisfaction and team member productivity.
• Identifies opportunities for team members to develop new skills and abilities required to increase their effectiveness and completes objective and relevant performance appraisals for direct reports in a timely manner.
• Serves as a resource to CSRs dealing with more complex or difficult customer transactions. Provides direct customer service on elevated, typically sensitive, or complex, collection issues. Reports/refers the most complex and sensitive issues to the CUEM for resolution.
• Monitor the changing needs of the team and provide input and participate in the interview, selection and hiring process to ensure adequate staffing levels.

• Closely monitor service level for the Outbound group suppliers, ensuring established metrics are followed consistently. Analyze call reporting statistics provided by calls monitored on a consistent basis.
• Monitor Repo and Loss Recovery agencies performance, while assuring compliance and regulations are always followed.

• Work in conjunction with other functional areas in the evaluation, development, and implementation of workflow efficiencies to ensure a world-class customer experience.

• Four-Year College Degree (BA or BS) Business Administration, Finance or Accounting related areas.

• 5-10 years of relevant / progressive work experience (in similar field and/or industry)

• Ability to build relationships with a broad audience both internal and external to TFS.
• Manage projects successfully to meet deadlines, provide deliverables, and adhere to budgets.
• Work collaboratively with other team members.
• Strong organizational and stakeholder management skills.
• Strong verbal and written English and Spanish skills.
• Working knowledge of Microsoft Office Applications (Word, PowerPoint, etc.)
• Excel intermediate knowledge (managing data and information, visual representation of data, pivot tables, filtering information, SUMIF, COUNTIF, VLOOKUP, etc.)

• Collective Number of Team Members Direct and Indirect Reports: 3
• Oversight of contingent workers: Avg of 20