Customer Service Manager - 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

Reports To: Director of Operations / VP of Customer Experience

Position Summary

The Customer Service Manager - Equipment Finance is responsible for leading and managing the customer service team while ensuring clients and vendors receive a seamless and positive experience throughout the lease or loan lifecycle.

This role focuses on building strong relationships, maintaining high customer satisfaction, and driving process improvements across all customer touchpoints. The ideal candidate combines leadership experience with strong knowledge of equipment finance operations.

Key Responsibilities

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

Qualifications

• Bachelor's degree in Business, Finance, or a related field, or equivalent experience.
• 5+ years of experience in customer service or client relations, preferably within equipment finance, leasing, or banking.
• 2+ years of experience in a supervisory or management role.
• Strong knowledge of equipment finance processes, lease/loan lifecycles, and customer-facing operations.
• Excellent communication, conflict resolution, and relationship management skills.
• Proficiency with CRM or lease/loan management systems and Microsoft Office Suite.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.

Preferred Skills

• Familiarity with collections, title/records, and risk management processes.
• Experience implementing customer experience improvements within a regulated financial environment.
• Knowledge of financial regulations affecting equipment finance.