Customer Service Manager

Key Responsibilities:

Customer Service Operations Management:

• Oversee all customer service activities, ensuring timely and accurate resolution of customer inquiries, complaints, and requests.
• Develop and implement customer service policies, procedures, and standards to enhance the customer experience.
• Monitor and analyze customer service metrics to identify areas for improvement and implement corrective actions.

Servicing Systems & Process Development:

• Design, implement, and optimize servicing systems and processes to improve efficiency and customer satisfaction.
• Collaborate with IT and other departments to ensure systems are user-friendly, reliable, and aligned with business needs.
• Continuously evaluate and improve workflows to streamline operations and reduce costs.

Team Leadership & Development:

• Lead, mentor, and manage a team of customer service representatives, fostering a culture of excellence and accountability.
• Provide ongoing training and development opportunities to enhance team skills and performance.
• Conduct regular performance reviews and provide constructive feedback to team members.

Compliance, Audit, & Controls:

• Ensure all customer service operations comply with regulatory requirements and company policies.
• Develop and maintain robust internal controls to mitigate risks and ensure operational integrity.
• Coordinate with internal and external auditors to facilitate audits and address findings.

Payment Processing:

• Ensure accurate and timely processing of customer payments, including ACH, credit card, and other payment methods.
• Monitor payment processing systems for errors or discrepancies and resolve issues promptly.
• Implement strategies to encourage on-time payments and reduce late payments.

Customer Experience Enhancement:

• Act as the voice of the customer within the organization, advocating for improvements that enhance the customer experience.
• Develop and implement initiatives to increase customer satisfaction and loyalty.
• Handle escalated customer issues and ensure resolution in a timely and professional manner

Retention, Recapture and Loyalty:

• Strategic, plan and execute customer retention strategies
• Lead initiatives to increase Kawasaki brand awareness and loyalty
• Support recapture initiatives to bring the customer back to Kawasaki brand

Qualifications:

• Bachelor's degree in business administration, Finance, or a related field
• Minimum of 5-7 years of experience in customer service management, preferably in retail finance, powersports or automotive finance, or a related industry.
• Strong knowledge of customer service systems, processes, and best practices.
• Excellent leadership, communication, and problem-solving skills
• Proven ability to develop and implement effective processes and procedures.
• Strong understanding of regulatory compliance and audit requirements
• Proficiency in CRM tools, Microsoft Office Suite, and data analysis
• Familiarity with financial services and loan origination processes is preferred.

Profile Differentiators:

• Experience in founding, co-founding or working in a fast-paced startup environment
• Experience in Powersports Finance Industry (motorcycle, ATVs UTVs, PWCs)
• Experience in a FinTech startup
• Prior experience in managing a team of Data Scientists and Risk Analysts
• Master's degree or Advanced Professional degree

Salary:

• Salary range: $105,000 - $115,000 annually based on experience and qualifications.

What We Offer:

• Professional development opportunities
• A thoughtful hybrid work policy
• Competitive salary based on experience
• Discretionary incentives to reward the achievement of annual performance objectives
• 401k match
• Medical insurance
• Vision insurance
• Dental insurance
• Life and disability benefits
• Generous vacation policy
• Generous Paid time off
• Health & wellness initiatives
• Up to 12 paid company holidays
• Employee discounts on Kawasaki products