Manager, Equipment Finance Customer Service

Overview

This position oversees the Customer Service Department within the Equipment Finance Division. Works closely with Senior Management to ensure Servicing performance and Operational strategies are aligned with the Organization Competitive Path. Recognizes operational improvements opportunities and effectively communicates suggestions with identified solutions and business values. Sets goals, plans for development, provides on-going support, feedback, and coaching, as well as conducts mid-cycle and year-end performance discussions and reviews with direct reports.

Responsibilities

• Operations Oversight - Leads the daily customer service operations and provides guidance to supervisors and seniors. Monitors and measures Key Performance Indicators, Service Level Agreements, and work volume to develop standards, improvements, or changes to workflows and resource allocation. Participates in staff resourcing and capacity planning along with decision-making. Monitors Customer Complaint Case Management to resolve account or service issues. Guides the team on determining the root cause; selecting and explaining the best solution; expediting correction or adjustment; following up to ensure timely resolution and to provide the best customer experience.
• Business Support - Supports the development of internal procedures, policies, and work processes to achieve operational goals. Maintains a strong knowledge of Equipment Finance Business and Operations including policies and procedures, risk and controls and customer service programs. Interfaces with other departments in the organization to execute business strategies and to ensure the servicing teams are prepared to support future products and business needs. Strongly involved in all Digital Automation Initiatives and establishes strong working relationships with Sales, Originations, Technology and Finance departments to find best solutions and anticipate customer needs. Proactively seeks ways to optimize performance by seeking coaching, supporting Bank initiatives, and leveraging tools to enhance efficiency.
• Managerial Functions - Assesses daily work for accuracy, process improvements, and efficiencies including reporting and performance analysis. Sets goals, plans for development, provides on-going support, feedback, and coaching, as well as conduct mid-cycle and year-end performance discussions and reviews with direct reports. Timely takes action to address concerns and to remove performance roadblocks.

Qualifications

Basic Qualifications:

• Bachelor's Degree and 4 years of Customer Service and Leadership experience OR High School Diploma or GED and 8 years of Customer Service and Leadership experience.

Preferred Qualifications:

• Experience in Banking, Finance, Account Management, or Operations
• Strong written and verbal communication skills with an ability to communicate effectively across business levels.
• Strong Customer Service skills with exceptional attention to detail
• Salesforce / CRM experience preferred.
• Client-focused, proactive, and results-oriented
• Proficient with Microsoft Office Suite; Excel, PowerPoint, Word