Customer Service Manager

We are seeking a highly organized and customer-focused Customer Service Manager to oversee all aspects of customer service operations for Kawasaki Motors Retail Finance. This role is responsible for the development and management of servicing systems, processes, staff, procedures, controls, compliance, audit, repossessions, remarketing, collections, and payment processing. The ideal candidate will have a strong background in customer service management within the financial services industry and a passion for delivering outstanding customer experience. This position will report to Senior Group Manager of Servicing Operations.

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.

Equal Opportunity:

KMRF is an Equal Opportunity Employer; employment with KMRF is governed on the basis of merit, competence and qualifications and will not be influenced in any manner by race, color, religion, gender, national origin/ethnicity, veteran status, disability status, age, sexual orientation, gender identity, marital status, mental or physical disability or any other legally protected status.