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 when to escalate
• Strong organizational skills and ability to manage a high-volume case queue against hard legal deadlines
• Familiarity with legal fund-withholding instruments such as liens, levies, garnishments, or subpoenas is highly preferred
• Experience working cross-functionally or across time zones in a fast-paced, evolving environment
• Working knowledge of Salesforce or a similar CRM/case management platform is a plus

Your Secret Sauce* (Competencies)

• You stay calm and precise when the stakes are high and deadlines are tight
• You treat every customer interaction as an opportunity to build trust, even in difficult situations
• You're a natural dot-connector. You know when to act, when to ask, and when to escalate
• You take ownership of your work and hold yourself accountable without being told to
• You are a relentless problem-solver with a high sense of urgency and accountability

Toast's Recipe for Success* (Shift Details)

Shift Flexibility: This role follows a shift schedule aligned with US+India business hours and you may be required to work in rotating shifts (including evenings, weekends, and holidays) across a 9-hour window within a 24x7 setup. This includes both AM and PM IST shifts, and adaptability to future changes is essential.

Work Location:  Training, onboarding and nesting will be onsite. 

Please note: Attendance is compulsory and fully onsite during training and nesting (4-6 weeks). No exceptions.

At Toast, we work in a hybrid working model. For the first 12 months after go-live, we’ll ask you to be onsite at least 3 days a week to ensure strong collaboration and support.

AI at Toast

At Toast, one of our company values is that we're hungry to build and learn. We believe learning new AI tools empowers us to build for our customers faster, more independently, and with higher quality. We provide these tools across all disciplines, from Engineering and Product to Sales and Support, and are inspired by how our Toasters are already driving real value with them. The people who thrive here are those who embrace changes that let us build more for our customers; it’s a core part of our culture.

Our Total Rewards Philosophy 
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.