Care Account Operations Advisor, Liens and Levies

Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy.Toast is a cloud-based restaurant management platform built for the restaurant community. We help restaurants of all sizes operate more efficiently, increase revenue, and deliver better guest experiences. Our platform powers everything from point-of-sale and online ordering to payroll and payment processing for tens of thousands of restaurants across the US, Canada, and beyond.Toast is driven by building the restaurant platform that assists restaurants in adapting, gaining control, and returning to what they do best: building the businesses they love. About This Roll* 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 merchant accounts.As a Care Operations Advisor on the Liens Levies team, you'll manage cases from intake to resolution: validating legal notices, placing holds on merchant accounts, communicating with merchants and agencies, coordinating on fund remittance, and processing releases. 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.You'll sit within Toast's Global Account Operations team in Bengaluru, working in close partnership with colleagues in the US across Collections, Legal, and Account Operations. (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 requests by placing holds on the appropriate merchant accounts in accordance with legal requirements and internal policies Draft and send timely, accurate notices to third-party claimants confirming receipt and action, including relevant details and next steps Draft and send timely, accurate notifications to affected merchants informing them of the lien or levy placed on their account Communicate directly with merchants via email and phone: explain the process, answer questions, and guide them through an unfamiliar and often stressful situation with clarity and empathy Manage a case queue of lien and levy requests, ensuring timely resolution within required legal deadlines Support the Collections team in tracking withheld amounts, flagging insufficient funds scenarios, and coordinating on fund remittance to agencies Receive and validate levy release and modification notices; coordinate hold removal and communicate resolution to merchants promptly Partner cross-functionally with Legal, Compliance, Collections, and Billing on complex or escalated cases 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 Do You Have the Right Ingredients?* (Requirements) Bachelor's degree or higher from a recognized institution 3-5 years of experience in account operations, financial services, collections, or a related customer-facing role Exceptional attention to detail and accuracy when reviewing legal documents and processing account changes Excellent written and verbal English 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 ... (truncated, view full listing at source)