Customer Solutions Coach (RG271 Specialist)
* Scoresby
* Permanent, Full-time
* IDR / EDR & RG271 experience mandatory
At Toyota Finance Australia, the Customer Solutions Team plays a key role in supporting our customers who have raised a complaint. The team works with customers and provides support to deliver honest, fair and efficient resolutions to address concerns.
A new exciting opportunity has come up to lead and uplift team performance as the Customer Solutions Coach, with a focus on RG271, Internal Dispute Resolution (IDR) and External Dispute Resolution (EDR) expertise.
What can you expect?
As Customer Solutions Coach, you will manage the workflow and ensure disputes are investigated and the relevant information is gathered to ensure decisions are made within our compliance framework but remain customer focused. This will include liaising with external stakeholders including regulatory bodies and dispute schemes as required.
Responsibilities and Qualities
* Coach and develop team members by setting performance objectives, delivering tailored coaching plans, and ensuring capability against the competency framework.
* Drive quality, compliance and continuous improvement through regular QA, process adherence reviews, accurate competency ratings, and Kaizen initiatives.
* Deliver outstanding customer outcomes by providing excellent internal and external customer support and acting as the escalation point for complex issues and complaints.
* Role model Toyota Way behaviours while partnering with subject‐matter experts to improve processes, efficiency, and team/individual results.
* Understanding of RG 271 and internal /external dispute process is mandatory.
* Extensive experience in uplifting/ coaching teams on legislation and process.
* Strong and confident communication skills.
* Ability to engage with external partners using strong influencing and engagement skills to create sound business outcomes.
* Good knowledge of the following:
o Dealing with AFCA and case management escalation
o Competition and Consumer Act
o Privacy Act
o National Consumer Credit Protection Act
o Anti Money Laundering & Counter‐Terrorism Financing Act.
* Asset Financing or automotive industry experience.
* Intermediate Excel and Word skills.
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.
Toyota Australia is well‐recognised for offering:
* Flexible hours and workspaces
* 26 weeks paid primary carers leave & 8 weeks paid parental leave for secondary carers
* Wellness facilities & Employee Assistance Program (private coaching available to you and your family)
* Paid volunteer days to support your community / Employee Community Grants Fund
* Employee Car Benefit Scheme
Building a great place to work
You're welcome to find out more by visiting our careers page: https://tfacareers.com.au/
We are an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
We are happy to adjust the recruitment process for your accessibility requirements. Please contact us and let us know your preferred type of communication and we will be in touch as soon as possible to discuss your requirements.
Toyota is an endorsed employer for all women. Please review Work180 website for further information.
Come with us and help create the future.
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