Job from partnerSenior Advisor - Customer Resolutions & Compliance Expert | Toyota Finance Australia
· Scoresby, Victoria
· Hybrid
What you'll contribute to
The Customer Resolutions Expert provides specialist expertise across Collections, Hardship and Complaints, ensuring activities are aligned with relevant legislation, regulatory obligations and TFA policy. The role serves as a key subject matter expert for complex, sensitive and escalated matters, providing guidance, legislative interpretation and risk-based advice to support sound decision-making and fair customer outcomes. The position also supports the performance, governance and continuous improvement of the department, working closely with In Life teams and key stakeholders to strengthen capability, improve consistency, identify systemic issues and deliver compliant, efficient and customer-centred outcomes.
How you'll make an impact
Provide expert legislative and regulatory advice to GM, Head Of, and Customer Resolutions teams, supporting audits, QA activities and regulatory inquiries.
Monitor and interpret legislative and regulatory changes, maintain CPD and industry education, and lead compliant updates to policies, processes, guidance and training aligned to governance standards.
Identify systemic compliance risks across Collections, Complaints and Hardship, and implement mitigation strategies through process design, capability uplift and structured change delivery.
Partner with Workforce Planning, Data and Analytics to optimise resourcing, forecast trends and drive productivity and efficiency improvements.
Use data and reporting to monitor and improve performance across key indicators, including complaints (IDR/EDR reduction and cost), hardship outcomes, write-offs, DPD and Promise to Pay Kept Rates.
Prepare and deliver strategic insights and reporting with Head of and GM to drive improved customer, product and process outcomes across Collections, Complaints and Hardship.
Partner with People Leaders to build team capability in policy, process and legislative application, improving quality outcomes, customer experience and Balanced Scorecard performance.
Lead regular reviews of policies, processes and systems to ensure alignment with business objectives, regulatory requirements and best practice.
Drive continuous improvement initiatives through working groups, root cause analysis, coaching and targeted training.
Strengthen system capability supporting Collections, Asset Management, Disposals, Hardship and Complaints functions.
Act as escalation point for complex, sensitive or disputed matters requiring legislative interpretation and brand protection.
Provide expert operational support and contribute to defensible, financially responsible decision-making across TFA.
Maintain effective QA controls, audit compliance, complaint management and feedback loops to drive continuous improvement.
Manage third-party supplier contracts and performance to ensure service delivery, cost control and accountability.
Enable strong cross-functional communication to improve collection outcomes while balancing hardship, complaint resolution, customer vulnerability and loss minimisation.
Your attributes
Demonstrated experience in Collections, Hardship and/ or Complaints within a regulated services environment
Strong knowledge of relevant legislation, regulatory obligations and industry standards relating to collections, hardship and dispute resolution
Experience managing or providing advice on complex, sensitive or escalated customer matters Demonstrated ability to interpret legislative and policy requirements and apply them effectively in an operational environment
Experience contributing to policy, process governance or control improvements that strengthen compliance, consistency and customer outcomes
Strong written and verbal communications skills with the ability to provide clear guidance and influence stakeholders at different levels
Demonstrated ability to build effective working relationships and provide subject matter expertise across operational and support functions
Strong analytical and problem-solving skills, including the ability to interpret data, identify trends and recommend practical improvements
Experience in internal and external dispute resolution processes
Asset finance, automotive finance or broader consumer lending experience would be highly regarded
Intermediate to advanced Microsoft Office skills, particularly Excel, with the ability to work confidently with reporting and operational data
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
16 weeks paid primary carers leave & 4 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.
Come with us and help create the future.
