Customer Service Lead

Client & Operational Leadership

Serves as the primary escalation point for complex client and lessee issues.
Pulls day-to-day guidance, mentoring, and support to Client Service Representatives.
Aids 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.

Client Relationship Management

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.

Operational Support

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.

Process Improvement & Subject Matter Expertise

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.
Affords assistance to leadership with reporting trends, recurring issues, and improvement opportunities.

Training & Development

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.

Collaboration & Strategic Support

Partners with leadership on departmental initiatives and operational projects.
Affords assistance with implementation activities for new credit union clients.
Supports change management efforts and adoption of new processes or systems.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.