Major Accounts Supervisor

Who We Are:

Based in Coppell, TX, Toyota Industries Commercial Finance (TICF) has over 200 associates and is a commercial lender for Toyota Forklifts, Hino Trucks and Toyota Advanced Logistics. Part of the global Toyota Industries Corporation family, we are included in a network of companies that manufacture and sell textile machinery, material handling equipment automobiles, and automobile parts. As a whole Toyota Industries Corporation has more than 15,000 Associates in North America and over 70,000 Associates around the globe.

Our vision at Toyota Industries Commercial Finance (TICF) is to be the financial services partner of choice to our dealers and customers by delivering innovative solutions that support the sustainable growth of our partners. We do this by engaging diverse talent and passion of people who are committed to helping carry the load, contribute to society, and strive for continuous improvement.

About the Job:

The Major Accounts Services Supervisor is responsible for overseeing the reconciliation, financial analysis, problem solving and proactive account maintenance for the largest and most complex customer accounts in the Commercial Finance (CF) portfolio. Ensuring alignment of TICF’s billing and customer payment practices, accurate payment posting and timely resolution of discrepancies and disputes that minimizes delinquency and strengthens customer relationships while working with the dealership as a liaison to establish mutually beneficial outcomes.

The position will manage workflows, collection worklists according to risk and exposure. Must possess demonstrated ability to perform in a collaborative cross-functional environment to build relationships with key partners while improving lifecycle management. Identify methods to improve departmental efficiencies and expense reduction through improved workflow and automation enhancement. In addition, the Supervisor will also work closely with outside Collection Agencies as well as performing collection activities for the largest and most complex customers in TICF. Effectuate workload processes to increase revenue while controlling operational expenses. Re-engineer the collection strategy according to the changing business environment. Drive detailed operational processes that have a financial impact on the business. Owns monthly financial results and is prepared to present or speak to financial performance and drivers on an ad hoc basis. Also coordinates formal executive summary level presentation of results to business leaders. Develops specific short-term and long-term plan and programs, together with supporting financial estimates and analysis.

To be recognized as a premier financial institution, the Major Accounts Services Supervisor must embrace TICF brand, possess a Kaizen philosophy with demonstrated implementation and disciplined execution. They must be versed in analyzing data in order to plan and create strategies that minimizes credit loss and reduce delinquency; be able to set goals that in alignment to meet/exceed the organizational objectives. They will perform and conduct policy recommendations in alignment with Legal and Compliance group, employee development, budgeting, capacity planning and strategic planning.

What You’ll Do:

• Maintain delinquency at or below the CF scorecard objective.
• Manage daily operation of collection results and minimize company loss for assigned area
• Manage and guide staff in handling unusual and difficult situations in determining the most effective method for maximizing benefit to the company
• Coordinate with legal, credit risk, policy and compliance with regulations and overall credit risk strategy
• Maintain perspective of current and future technical innovations being developed for use in the process design and recovery fields to reduce credit loss
• Ensure compliance monitoring and internal controls are in place, including processes in accordance of company and regulatory standards
• Lead and develop an effective team through communication, performance management, development plans, and reward/recognition practices
• Promote an environment that supports diversity and reflects Toyota’s brand.
• Analyze reconciliation results for customer accounts to identify and resolve financial and operational issues
• Lead customer facing and stakeholder conference calls to facilitate communication and develop strategies and solutions for management of complex accounts typically involving high unit volume and multiple locations
• Prepare and submit financial change and master data requests, and liaison with other departments for processing of any adjustments
• Reconcile complex maintenance payments with multiple payers and locations, collecting if necessary and/or processing payment
• Reconcile and analyze accounts to identify issues and solutions to address root causes of billing and payment discrepancies
• Reconcile complex taxes assessed to customers accounts with multiple payers and locations, collecting if necessary and/or requesting credit
• Review customer accounts to ensure requested changes are processed and the account status remains pristine and as expected
• Manage the resolution of escalated matters by developing solutions consistent with initiatives and objectives
• Lead the team to achieve customer service, accuracy, and timing objectives, including:
• Monitor and maintain customer accounts that have been escalated to the Research Department to collect and/or pursue litigation to remove the organization from further risk
• Ensure all service level agreements are met within the Major Accounts
• Achieve resolution of aged debit and credit balances which impacts delinquency
• Consult with customers to identify and implement billing changes to better align with the customer’s invoicing requirements and payment practices
• Manage the resolution of escalated matters by developing solutions consistent with CF initiatives and objectives
• Interact with third party vendors to achieve business objectives (as applicable)
• Be able to travel 10% for offsite meetings and to communicate with customers and dealers to understand the issues, provide progress updates and inform of resolution that requires face to face interaction
• Develop enhanced reporting capabilities to measure performance at all levels – associate, customer portfolio and team results
• Coordinate with teams across CF to develop and implement workflow processes to streamline internal operations and improve the customer experience
• Develop strategies to meet CF scorecard objectives
• Identify, develop and implement improved processes
• Cultivate a change-ready environment supportive of new ideas and Kaizen initiatives
• Standardize and document Major Account processes
• Understand industry trends and develop strategies to better meet customer needs and grow the business
• Support the development and launch of new CF processes, products, programs and projects
• MAS SME supporting efforts across the Company
• Develop and maintain positive and productive working relationships internal and external to CF
• Effectuate workload processes to increase revenue while controlling operational expense
• Re-engineer the collection strategy according to the changing business environment
• Drive detailed operational processes that have a financial impact on the business.
• Owns monthly financial results and is prepared to present or speak to financial performance and drivers on an ad hoc basis. Also coordinates formal executive summary level presentation of results to business leaders.
• Develops specific short-term and long-term plan and programs, together with supporting financial estimates and analysis.

Qualifications You’ll Need:

Must Have:

• Bachelors degree in Accounting, Finance, Business or equivalent experience is required
• Minimum of 3 years accounting, accounts receivable, collections, customer service or finance experience required. Previous experience in the financial services industry preferred
• Previous working commercial finance knowledge or experience with financial analysis, accounting, accounts receivable, customer interaction, and technology preferred
• Advanced proficiency with Microsoft Office products, including Excel, Word, and PowerPoint,
• Strong knowledge of SAP required
• Strong knowledge of Power BI or other method to extract data from SAP

Great to Have:

• Certified Public Accountant
• MBA in Finance
• Public Accounting Experience

Job Competencies

• Customer First: Demonstrate a consistent passion to exceed internal and external customer expectations. Focus on creating an exceptional customer experience.
• One TICF: Foster a One TICF mindset. Operate with a broad view of the organization, understanding how your role impacts others within the organization. Collaborate and effectively communicate within teams, cross functionally, presenting a One TICF experience for dealers and customers. Support the company Hoshin and Vision.
• Mindset of Continuous Improvement: Challenge self and others to continuously look for ways to improve TICF business processes and deliver value to the customer. Identify problems, remove inefficiencies, innovate, and challenge the status quo. Apply a Kaizen (continuous improvement) mindset in day-to-day tasks and projects - big or small.
• Demonstrate Inclusive Behaviors: Foster an inclusive environment where everyone can thrive and feels welcomed, valued, respected, and heard. Be curious, listen to, understand, and capitalize on diverse perspectives. Show gratitude and consistently demonstrate respect for people.
• Learn, Grow, Develop: Continuous improvement of yourself and others. Ask for and give constructive feedback. Invest in your growth and development by taking on challenging assignments and applying learned concepts.

Toyota Industries Commercial Finance is an equal opportunity employer.