Client Service Executive

Job Description

Job Description

About defi SOLUTIONS:

It’s an exciting time to join defi!

defi SOLUTIONS is a pioneer in end-to-end, SaaS loan originations, servicing, and managed servicing solutions. Our customers include the highest-volume captive auto lenders, banks, credit unions, and finance companies in North America. We have more than three decades of experience helping lenders reduce time-to-market, streamline operations, and customize lending processes with proven, scalable performance.

Learn more at defisolutions.com and follow us on LinkedIn.

Position Purpose:

As a Client Service Executive within the Managed Servicing business, you operate in a highly visible, client-facing role supporting some of the largest organizations in the financial services industry. You are responsible for delivering exceptional service and driving client satisfaction while ensuring operational excellence across all engagements.

In this role, you partner cross-functionally with finance, IT, HR, product, and sales to coordinate the delivery, enhancement, and continuous improvement of services. You play a critical role in aligning client needs with business capabilities, proactively identifying opportunities to optimize existing solutions and contribute to the development of new offerings.

Success in this position requires strong relationship management, strategic thinking, and the ability to navigate complex organizational structures. You are expected to consistently exceed expectations, delivering value not only to clients but also to internal stakeholders and the broader enterprise.

Essential Job Responsibilities:

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Serve as a primary point of contact for clients, building strong, trusted relationships
• Coordinate cross-functional teams to deliver and enhance client services
• Drive continuous improvement of operational processes and service offerings
• Identify opportunities for service expansion or innovation
• Ensure alignment between client expectations and enterprise capabilities
• Deliver high-quality outcomes in a fast-paced, client-centric environment
• Serve as the primary liaison between clients and the organization, effectively representing the client’s voice internally and the company’s perspective externally.
• Manage multiple client accounts with a proactive, responsive, and highly available approach, ensuring alignment with both client expectations and organizational objectives.
• Lead and navigate critical, high-impact conversations with both internal stakeholders and clients, addressing challenges with transparency and solutions-oriented thinking.
• Deliver exceptional client experiences by consistently exceeding 100% of client and internal Service Level Agreements (SLAs).
• Drive achievement of client-defined and internal service metrics across multiple product lines through effective budget management, forecasting, capacity planning, and workforce optimization.
• Collaborate with clients and operational teams to identify automation opportunities and support the design and deployment of solutions.
• Foster and promote a high-performance culture that drives strong employee engagement, collaboration, and team success.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Required Qualifications/ Skills:

• Bachelor’s degree required. Relevant equivalent work experience may be substituted for degree requirement.
• Minimum 3 years’ experience in auto finance or related industry
• Minimum 5 years’ experience directly servicing clients with a history of strong communication and effective client relationships at all levels within the client organization

Preferred Qualifications/ Skills:

• Client support experience within an auto financial institution.

Travel required:

• Less than 25%

Affirmative Action/EEO statement:

defi SOLUTIONS is an Equal Opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status.