Care Account Operations Advisor - Liens and Levies

Care Account Operations Advisor - Liens & Levies

Training will be 2 to 6 weeks long and will take place VIRTUALLY Monday through Friday 9am - 6pm CST. You will be expected to be in office 2 days a week, post training. 

Location: Omaha, NE or Boston, MA

Toast is driven by building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love.

Account Operations Advisors on the Liens & Levies team play a critical role in protecting the integrity of Toast's financial operations. This team is responsible for reviewing, validating, and processing legal fund-withholding requests, including liens, levies, and garnishments, submitted by third parties against business accounts. The work requires precision, sound judgment, and the ability to communicate clearly and empathetically with customers during what can be a stressful and confusing experience.

About this roll* (Responsibilities)

• Review and assess incoming lien and levy requests from third-party claimants (e.g., government agencies, attorneys, creditors) to determine legitimacy, completeness, and legal compliance.
• Process approved lien and levy requests by placing holds or restrictions on the appropriate customer accounts in accordance with legal requirements and internal policies.
• Draft and send timely, accurate notices to third-party claimants confirming receipt and action of the lien or levy, including relevant details and next steps.
• Draft and send timely, accurate notifications to affected customers informing them of the lien or levy placed on their account, including relevant details and next steps.
• Communicate directly with customers via email and phone to explain lien and levy processes, answer questions, and guide them through what can be a stressful and unfamiliar situation.
• Manage a case queue of lien and levy requests, ensuring timely resolution within required legal deadlines.
• Partner cross-functionally with various internal teams (Legal, Compliance, Billing, etc) to handle complex or escalated cases appropriately.
• Maintain thorough documentation of all requests, determinations, and actions taken for audit and compliance purposes.
• Serve as a knowledgeable resource for internal teams regarding lien and levy processes.
• Continually identify opportunities to improve workflows, documentation, and policies related to lien and levy processing.
• Additional ad-hoc responsibilities as assigned.

Do you have the right ingredients*? (Requirements)

• 2+ years of customer-facing experience in account operations, financial services, collections, or a related field
• Exceptional attention to detail and accuracy when reviewing legal documents and processing account changes
• Excellent written and verbal communication skills — comfortable having sensitive, empathetic conversations with customers about complex account situations
• Ability to explain technical or legal concepts in plain language to customers who may be stressed or unfamiliar with the process
• Confidence making time-sensitive decisions independently while knowing when to escalate
• Strong organizational skills and ability to manage a high-volume case queue
• Familiarity with legal fund-withholding instruments such as liens, levies, garnishments, or subpoenas highly preferred
• Prior experience with Salesforce or other CRM tools is a plus
• Relentless problem-solver with a high sense of urgency and accountability

Our Spread of Total Rewards

We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs. Learn more about our benefits at https://careers.toasttab.com/toast-benefits.

*Bread puns encouraged but not required