Customer Hardship Representative - Toyota Finance Australia
Permanent Opportunity, Scoresby Victoria
Our Customer Resolutions Team is expanding! As a Toyota Finance Australia Customer Assist Partner, you'll be servicing the needs of customers across a variety of brands at our Caribbean Park office in Scoresby. It's a fast‐paced and highly supportive environment that places a big focus on your ongoing development and career pathway. Our hours of operation are between 8:30 am to 7:00 pm Monday to Friday so you will need to be available during those times (we are closed on the weekends and national public holidays). We offer a hybrid way of working where we enjoy 2 days per week in the office to catch up with our team and also for other reasons where it makes sense to be face‐to‐face such as for training and other special occasions.
What can you expect?
The Customer Assist Partner plays a key role in supporting our customers when unforeseen circumstances affect their financial situation. You will be working with customers who have requested hardship assistance to understand their individual situation and provide supportive options to help them get back on track.
Key accountabilities
* Engage with customers via phone and email to understand their circumstances and determine suitable support options in line with regulatory and policy requirements.
* Communicate outcome decisions clearly and provide alternative solutions where appropriate.
* Deliver first‐call resolution for inbound enquiries and manage rostered outbound contact.
* Support vulnerable customers with empathy and professionalism while maintaining full compliance.
* Complete all required documentation, administration, and system updates accurately.
* Apply strong knowledge of relevant policies and legislation, including Retail Collections, Vulnerable Customer Policy, Privacy Act, Consumer Credit Code, NCCP, AML, FTR, and Proceeds of Crime requirements.
* Take ownership of performance and development, leveraging internal tools to support career growth at TFA.
* Contribute to continuous improvement by identifying opportunities that enhance processes and customer outcomes.
* Consistently meet performance, quality, and behavioural expectations of the Customer Assist Partner role.
Qualifications, experience & skills
* Proven experience delivering exceptional customer service within a fast‐paced call centre environment.
* Mandatory experience in Hardship and Collections, with a strong understanding of customer vulnerability.
* Mandatory experience within Automotive Finance or a Financial Institution.
* Demonstrated resilience and emotional intelligence when supporting vulnerable or challenging customers.
* Strong attention to detail with the ability to work accurately under pressure and meet competing priorities.
* Ability to quickly build rapport while driving fair, timely, and compliant outcomes for customers.
* Sound knowledge of Retail Collections Policy and NCCP requirements.
* Proven ability to collaborate effectively with cross‐functional teams across multiple departments.
* Strong critical thinking skills with a continuous‐improvement, solution‐focused mindset.
* Exceptional verbal and written communication skills.
* Well‐developed analytical and problem‐solving capabilities.
* Proficient in Microsoft Excel and Word.
Life at Toyota & What we offer you
We pride ourselves on a work culture that supports and rewards people. From development programs to recognition programs, we make sure everyone at Toyota Finance Australia lives their best possible life. After all, our people are our greatest assets.
* Flexible hours and workspaces.
* Wellness facilities & Employee Assistance Program (private coaching available to you and your family).
* Paid volunteer days to support your community / Employee Community Grants Fund.
We are an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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