Toyota Finance Australia (TFA) is the country's largest automotive financier. Our past gives us credibility and knowledge. But it's what the future holds, and how we can make the world a better place, that excites us. It's not just about technology but what it can do for people.

In Australia there are two separate businesses: Toyota Motor Corporation Australia (TMCA) and Toyota Finance Australia (TFA). While we work closely together, TMCA focuses on vehicles and here at Toyota Finance Australia our priority is to provide finance, insurance and fleet management.

At TFA we're committed to empowering our customers to get into their new car and onto the road.

We're also passionate about, and committed to, our people. Our philosophy of Here To Move You represents our commitment to not only move our customers but help our employees grow.

Your success at TFA is important to us, and we pride ourselves on a work culture that supports and rewards people.

From partnering with you to support your career growth, to providing you with opportunities to learn, improve, feel engaged and appreciated, we celebrate our people and the difference they bring.

We strive to create a workplace that not only gives equal opportunities to people of all backgrounds and abilities but supports them to reach their full potential.

We're working towards a future where we look out for each and our planet. Where we enrich lives with the safest and most responsible ways of moving. This is the kind of tomorrow we're imagining here at TFA.

Join us and help drive the future.

Customer Assist Partner (Hardship) - Toyota Finance Australia

Permanent Opportunity, Scoresby Victoria

About the Role

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 our 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

• Experience in delivering exceptional customer service in a call centre environment
  
• Collections experience desirable
  
• Ability to remain resilient when dealing with vulnerable and challenging customers.
  
• Strong attention to detail whilst working under pressure.
  
• Ability to build rapport whilst delivering an efficient outcome
  
• Knowledge of the Retail Collections Policy and NCCP requirements
  
• Proficiency in fostering effective collaboration with cross-functional teams across various departments
  
• Ability to critically review current process and hold a solution focussed mindset.
  
• Exceptional verbal and written communication
  
• Demonstrated analytical and problem-solving skills
  
• Proficient 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
  
• Career Development
  
• Wellness facilities & Employee Assistance Program (private coaching available to you and your family)
  
• Paid volunteer days to support your community / Employee Community Grants Fund

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.

Come with us and help create the future.