Customer Service Lead

Hankey Group; San Diego (CA); On-site; USD 36,000 - 41,000; Full time

Benefits offered by this job

Medical, Dental, and Vision benefits

Life Insurance and LTD plans

401K matching

Employee Stock Ownership Program

Flexible Spending Account

Job summary

The Hankey Group seeks a Client Service Lead in San Diego, CA for an on-site role. You will deliver high-quality account management to CULA’s credit union clients, lead the Client Service and Total Loss teams, and drive operational support, process improvements, and training across the department.

You will mentor staff, manage complex client inquiries, and ensure service levels while coordinating with departments and traveling up to 15% to client locations.

Qualifications

• Ability to manage escalations and provide senior guidance to the Client Service team.
• Experience in leasing operations and client relations.
• Strong commitment to service standards and process improvement.

Responsibilities

• Serve as the primary escalation point for complex client issues.
• Mentor and support Client Service Representatives.
• Prioritize workload and ensure service levels are met.
• Maintain and reinforce service standards across the team.
• Communicate with credit unions regarding end-of-term issues and solutions.
• Document inquiries, resolutions, and interactions in customer accounts.

Skills

Leadership

Communication

Client relationship management

Training

Travel readiness

Tools

CDK

Reynolds & Reynolds

The Seamless Lease Connection

Job description

Client Service Lead

San Diego, CA | On-site role

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.

Duties And Responsibilities

Other duties may be assigned.

Client & Operational Leadership

• 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.

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.
• Assists 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.
• Assists with implementation activities for new credit union clients.
• Supports change management efforts and adoption of new processes or systems.

Travel

• Approximately 15% travel to client locations may be required.

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.

Pay Range

• $26 - $30 per hour depending on experience
• The exact starting compensation to be offered will be determined at the time of selecting an applicant for hire and will be dependent on a wide range of factors, including but not limited to geographic location, skill set, experience, education, credentials, and licensure when applicable.

What do we offer?

• 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

Acknowledgment

We will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.

We are an equal-opportunity employer and do not unlawfully discriminate in employment. No question on this application is used for the purpose of limiting or excluding any applicant from consideration for employment on a basis prohibited by local, state, or federal law. Equal access to employment, services, and programs is available to all persons. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the organization.