Bilingual Customer Solutions Advisor
Bilingual Customer Solutions Advisor - Chandler AZ
Welcome to excitement and opportunity. Welcome to Toyota Financial Services (TFS). If you're a motivated individual, then TFS is the destination you've been looking for. Since 1983, TFS has grown from a small company of eight associates to more than 3000, with over $80 billion in managed assets, serving 2.3 million customers under the Toyota Financial Services and Lexus Financial Services market brands. At TFS, tomorrow means rising to the challenges of a changing marketplace by promoting a high-performance culture that will allow us to develop better solutions, programs, and services for both existing and new customers. Our commitment to delivering extraordinary customer care creates the trust and loyalty that drives our business. A Bilingual Customer Solutions Advisor demonstrates ownership of overall Customer Service Center performance by supporting, motivating, and energizing other associates . Takes ownership of inbound communications from delinquent and non-delinquent customers, dealers, and insurance agents, evaluates and limits loss exposure and provides customer-oriented service and problem resolution in accordance with established guidelines. Generates routine customer correspondence and documents all interactions with customers clearly and concisely, utilizing the appropriate systems. Responsibilities : Responds to inbound and/or outbound communications from non-delinquent and delinquent customers, dealers, and insurance agents (primarily via telephone, with some e-mail and written correspondence). Communicate in a professional and service-oriented manner with Spanish and English speaking customers. Accountable for accurate and timely handling of all aspects of customer inquiries, account maintenance, and transactions. Analyzes account characteristics and working with customers to resolve their issues, persuade them to bring their account current, and/or recommending appropriate solutions while providing "best in class" customer service. Follows engagement strategy to enhance customer satisfaction and build loyalty to the TFS/LFS Brand. Assists in translation with external/internal customers, dealers, and insurance agents. Documents all activities in a clear and concise manner utilizing the appropriate systems in accordance with established procedures. Keep abreast of changes in policy and procedures for both the Customer Service and Collections Departments. Ability to move seamlessly from one skill set to another without losing productivity, quality or efficiency. Researches unique customer requests using internal manuals, policies and guidelines, and promptly reports/refers more complex, non-routine issues to Team Leader for resolution.