Customer Experience Leader - Equipment Finance

W3Global; Denver (CO); On-site; USD 90,000 - 130,000; Full time

Job summary

W3Global is seeking a Customer Service Manager - Equipment Finance to lead and develop the customer service team, ensuring a seamless experience for clients and vendors throughout the lease or loan lifecycle.

The role emphasizes building strong relationships, maintaining high customer satisfaction, and driving improvements across all customer touchpoints. Leadership experience in equipment finance operations is preferred.

Qualifications

• Bachelor's degree or equivalent experience required.
• 5+ years in customer service or client relations, preferably in equipment finance, leasing, or banking.
• 2+ years in supervisory or management role.

Responsibilities

• Lead, coach, and develop the customer service team to deliver exceptional client experiences.
• Oversee all customer interactions, ensuring timely, professional responses.
• Serve as primary escalation point for complex or high-priority issues.
• Collaborate with Operations, Collections, Title/Records, and Risk teams to resolve client concerns.
• Monitor CSAT, response times, and retention rates; implement improvements.
• Develop and maintain customer service policies and best practices for equipment finance operations.
• Identify trends in customer feedback and recommend process or product improvements to leadership.
• Ensure compliance with company policies, regulatory requirements, and industry best practices.
• Maintain accurate records in CRM systems or loan/lease management platforms.

Skills

Leadership

Customer service

Communication

Relationship management

Project management

Education

Bachelor's degree in Business, Finance, or related field

Tools

CRM systems

Job description

W3Global is seeking a Customer Service Manager - Equipment Finance to lead and develop the customer service team, ensuring a seamless experience for clients and vendors throughout the lease or loan lifecycle.

The role emphasizes building strong relationships, maintaining high customer satisfaction, and driving improvements across all customer touchpoints. Leadership experience in equipment finance operations is preferred.