Operation Customer Expert
CurrentAssisted US clients with car payments, loans, account management, and contract-related inquiries.Investigated account history to identify failed or scheduled payments, providing tailored banking and finance solutions.Managed title-related issues, coordinating between Toyota Financial Services and the DMV for timely resolutions.Managed high call volumes (60–70 daily), ensuring quality service, first-call resolution, and adherence to AHT metrics.Guided customers through system navigation, documentation processes, and account updates for seamless service.Supported customers with login and registration for the Toyota Financial Services (TFS) app and website, including MFA resets and troubleshooting.Managed customer portfolios related to total loss or vehicle damage payments, ensuring accurate handling of sensitive cases.