Customer Service Manager

Frederick Fox; Denver (CO); On-site; USD 90,000 - 150,000; Full time

Benefits offered by this job

Competitive base salary

Annual incentive bonus

Health coverage

401(k) matching

Generous paid time off

Job summary

Frederick Fox LLC in Denver, CO, seeks a Customer Service Manager for Equipment Finance to lead a dedicated service team and refine servicing processes across the lease and loan lifecycle.

You will oversee client interactions, enhance CSAT metrics, collaborate with Operations, Risk, and Title/Records, and ensure compliance with policies. A bachelor's degree and 5 years in equipment finance with 2 years in leadership are required.

Qualifications

• Bachelor’s degree in Business, Finance, or a related field (or equivalent practical experience).
• 5 years of experience in customer service or client relations, preferably within equipment finance, commercial leasing, or banking.
• 2 years in a supervisory or management capacity with a track record of coaching and developing team members.
• Strong knowledge of equipment finance processes, lease/loan lifecycles, and customer-facing operations.
• Superior interpersonal communication, conflict resolution, and relationship management capabilities.
• Proficiency in CRM systems, loan/lease management platforms, and Microsoft Office Suite.
• Strong organizational skills and the agility to manage multiple competing priorities in a fast-paced environment.
• Exposure to collections, title/records workflows, and risk management is strongly preferred.
• Background in financial regulations affecting equipment finance or executing customer experience initiatives within a regulated environment is a plus.

Responsibilities

• Lead & Mentor: Lead, coach, and develop the customer service team to deliver exceptional client experiences.
• Operational Oversight: Oversee all customer interactions, ensuring timely, professional, and accurate responses.
• Escalations: Serve as the primary escalation point for complex or high-priority customer issues.
• Interdepartmental Synergy: Collaborate with Operations, Collections, Title/Records, and Risk teams to resolve client concerns efficiently.
• Metrics & Reporting: Monitor customer service metrics, such as customer satisfaction (CSAT), response times, and retention rates, implementing improvements as needed.
• Process Architecture: Develop and maintain customer service policies and best practices tailored to equipment finance operations.
• Voice of the Customer: Identify trends in customer feedback and recommend process or product improvements to leadership.
• Governance: Ensure team compliance with company policies, regulatory requirements, and industry best practices.
• Systems Administration: Maintain accurate records in CRM systems or loan/lease management platforms.

Skills

Customer service leadership

Interpersonal communication

Conflict resolution

Relationship management

Multitasking prioritization

Education

Bachelor’s degree in Business/Finance or related field

Tools

CRM systems

Loan/lease management platforms

Microsoft Office Suite

Job description

Customer Service Manager — Equipment Finance

Industry: Commercial Equipment Finance & Specialty Lending

Location: Denver, CO

The Opportunity

Our client is an established, high-growth commercial equipment finance and leasing provider dedicated to supporting vendors, manufacturers, and end-user businesses nationwide. Known for a strong portfolio, reliable execution, and a relationship-first model, they are scaling their operations and investing heavily in their customer journey.

On their behalf, we are conducting a confidential search for a Customer Service Manager — Equipment Finance. Reporting directly to operational executive leadership, this leader will guide a dedicated customer support team, refine servicing processes across the lease and loan lifecycle, and elevate the customer experience across all client and vendor touchpoints.

Key Responsibilities

• Lead & Mentor: Lead, coach, and develop the customer service team to deliver exceptional client experiences.
• Operational Oversight: Oversee all customer interactions, ensuring timely, professional, and accurate responses.
• Escalations: Serve as the primary escalation point for complex or high-priority customer issues.
• Interdepartmental Synergy: Collaborate with Operations, Collections, Title/Records, and Risk teams to resolve client concerns efficiently.
• Metrics & Reporting: Monitor customer service metrics, such as customer satisfaction (CSAT), response times, and retention rates, implementing improvements as needed.
• Process Architecture: Develop and maintain customer service policies and best practices tailored to equipment finance operations.
• Voice of the Customer: Identify trends in customer feedback and recommend process or product improvements to leadership.
• Governance: Ensure team compliance with company policies, regulatory requirements, and industry best practices.
• Systems Administration: Maintain accurate records in CRM systems or loan/lease management platforms.

Qualifications & Candidate Profile

• Bachelor’s degree in Business, Finance, or a related field (or equivalent practical experience).
• 5 years of experience in customer service or client relations, preferably within equipment finance, commercial leasing, or banking.
• 2 years in a supervisory or management capacity with a track record of coaching and developing team members.
• Strong knowledge of equipment finance processes, lease/loan lifecycles, and customer-facing operations.
• Superior interpersonal communication, conflict resolution, and relationship management capabilities.
• Proficiency in CRM systems, loan/lease management platforms, and Microsoft Office Suite.
• Strong organizational skills and the agility to manage multiple competing priorities in a fast-paced environment.
• Exposure to collections, title/records workflows, and risk management is strongly preferred.
• Background in financial regulations affecting equipment finance or executing customer experience initiatives within a regulated environment is a plus.

Why This Role?

• High-Impact Mandate: Direct ownership over client retention, vendor satisfaction, and operational standard operating procedures in a key business line.
• Culture of Excellence: A collaborative, values-driven environment that balances growth with operational discipline.
• Competitive Package: Attractive base salary, annual incentive bonus, comprehensive health coverage, 401(k) matching, and generous paid time off.