Customer Service Lead
About The Position
The Client Service Lead is responsible for delivering high-quality account management services to CULA’s credit union clients while providing day-to-day leadership, guidance, and operational support to the Client Service team and the Total Loss team. This role serves as a subject matter expert in leasing operations, client relations, and internal workflows, ensuring service excellence, process consistency, and continuous improvement. The position requires advanced problem-solving skills, strong attention to detail, leadership capabilities, and the ability to analyze business processes and recommend operational enhancements. The Client Service Lead acts as a liaison between clients, team members, and leadership to ensure efficient service delivery and a consistent client experience.
Requirements
- Advanced problem-solving skills
- Strong attention to detail
- Leadership capabilities
- Ability to analyze business processes and recommend operational enhancements
- Expert-level knowledge of products, services, and processes
- Ability to perform each essential duty satisfactorily
Nice To Haves
- Subject matter expert in leasing operations, client relations, and internal workflows
Responsibilities
- Serves as the primary escalation point for complex client and lessee issues.
- Provides day-to-day guidance, mentoring, and support to Client Service Representatives.
- Assists management in prioritizing departmental workload and ensuring service level expectations are met.
- Promotes and reinforces CULA service standards and best practices across the team.
- Monitors client interactions to ensure quality, accuracy, and professionalism.
- Maintains strong relationships and communication practices with CULA’s credit union clients.
- Handles advanced or sensitive client inquiries and resolutions.
- Communicates directly with credit unions regarding end-of-term issues and operational solutions.
- Makes outbound and responds to inbound calls and emails from credit union clients.
- Provides service to lessees and supports data entry and processing functions as departmental workload requires.
- Prepares for customer and client inquiries by maintaining expert-level knowledge of products, services, and processes.
- Reviews account history, researches documentation, and ensures timely and accurate responses.
- Orders and monitors lease agreements for credit unions, CDK, and Reynolds & Reynolds.
- Documents inquiries, resolutions, and interactions within customer accounts.
- Identifies operational inefficiencies and recommends process improvements, automation opportunities, and service enhancements.
- Maintains operational expertise in The Seamless Lease Connection and recommends enhancements.
- Participates in software testing and provides structured feedback to improve system functionality.
- Assists leadership with reporting trends, recurring issues, and improvement opportunities.
- Leads onboarding and operational training for new team members.
- Provides client training related to leasing operations, onboarding, and implementations.
- Develops and updates user guides, operating procedures, program documentation, and training materials.
- Supports continuous learning initiatives within the department.
- Partners with leadership on departmental initiatives and operational projects.
- Assists with implementation activities for new credit union clients.
- Supports change management efforts and adoption of new processes or systems.
Benefits
- Medical, Dental, and Vision benefits
- Life Insurance and Long-term disability plans
- Flexible Spending Account
- 401K matching
- Employee Stock Ownership Program in a $18.2 Billion Company, plus company matching
- Wellness Programs
- Metro Tap Card and Metro-link Reimbursement (for Los Angeles, CA employees only)
- Career Path Opportunities
- Discounts on Parks, Museums, Movie Tickets, and Attractions
- Employee Loan Assistance
- Annual Flu Shot
- Paid Vacations Days
- Paid Sick days
- Paid holidays
- HGym (available in our Los Angeles, CA & Dallas, TX office)
- Rental Car Discounts, Dell Member Purchase Program
- UKG Wallet
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
