Manager, Customer Service

Communication - Marketing - Sales
Leasing industry
Leading abilities
July 11, 2017
Updated on
August 23, 2017
Valid until

The incumbent is responsible for leading the Meridian OneCap (MOCC) Customer Service team, while sustaining overall operational efficiency and effectiveness.

He/She will oversee the delivery of customer service to both front-end and back-end clients such as brokers, vendors, account managers, other peers and lessees as end-users.

The incumbent is responsible for managing the administrative processes necessary for delivering the desired customer experience. This includes developing and maintaining department policies and procedures, ensuring adherence to Terms & Conditions of leases, loans and equipment rental agreements, and meeting financial objectives related to End of Term goals and fee-generating income; coordinator for the insurance programs; as well as achieving other objectives related to customer service, human resource management and operational effectiveness. As the leader of the customer service team, the incumbent also has the primary responsibility for hiring, training and coaching each of the Customer Service team members.

Key Responsibilities:

1. Lead the delivery of customer service and the promotion fee-generating income process by:

   Developing a clear understanding of the Customer Service's financial and non-financial goals

   Demonstrating the expected service level standards during customer interactions

   Motivating the team to understand opportunities for and seek fee-generating income through activities related to the End of Term asset disposal processes, lease add-on proposals, trade-ups, and the purchase of optional insurance.

   Planning and leading service meetings, service coaching sessions and service skill building sessions

   Monitoring recorded customer concerns and resolving escalated concerns and issues

   Authorizing end of term disposals for exceptions outside of guidelines

2. Lead and develop the Customer Service team by:

   Providing direction, guidance and support to team members

   Establishing and monitoring goals for direct reports

   Recognizing and rewarding success and managing non-performance

   Developing and obtaining agreement on individualized development plans for all direct reports

   Resolving issues/negotiating compromises between team members

   Recruiting, hiring, and promoting team members in accordance with standard policies

3. Manage the quality and efficiency of Customer Service operations by:

   Delegating and ensuring workloads are completed per designated monthly accounting schedules, and meet legal timelines for replying to external requests

   Ensuring Customer Service procedures and policies are current and effective

   Monitoring ‘Potential Missed Buyouts’ report and ‘3-month No Accounts Receivable Report’, ensuring reasonable explanations exist for any variances of the latter

   Monitoring the interaction and commitments with departments interacting with Customer Service Representatives

   Monitoring and taking action on deficiencies with Customer Service templates, forms

   Tracking workloads and ensuring customer service staffing levels/work schedules meet customer service demands, adjusting as required

   Timely escalation of issues/obstacles/trends to direct supervisor

4. Support compliance with regulatory guidelines by:

   Ensuring Customer Service team compliance to leasing non-disclosure, front face adherence to the lessee per Broker agreements, and to Right of Refusal for vendors

   Adhering to and ensuring team members' compliance with Know Your Customer requirements

   Tracking all stolen or lost assets to ensure completion of payouts from clients and Meridian OneCap’s Automatic Insurance Program

   Verifying pre-rewrite of all equipment swap/stolen/or lost asset conditions are met

   Reporting immediately any unusual occurrences or fraudulent activity and escalating issues/deficiencies/trends to the Compliance Officer and/or applicable supervisor as appropriate

Knowledge, Experience and Skills:

   Bachelor's degree in business, marketing, or related area or equal work experience.

   Minimum five (5) years of experience in the customer service field.

   Relies on experience and judgment to plan and accomplish goals.

   Knowledge of leasing industry from a basic contracts and servicing perspective; preference for familiarity with the concept of direct as well as indirect and brokered financing.

   Proven ability to lead and motivate employees.

   Flexibility to work longer hours on short notice as business demands.

   The incumbent services customers on a national basis and, therefore, a bilingual incumbent would be preferred.

   Good voice tone and the ability to articulate on the phone are vital.

   Proficient in major Windows based PC software packages including work processing (Microsoft Word) and spreadsheet (Microsoft Excel).