Lead Customer Service Representative

Client Service Lead

The Client Service Lead is responsible for delivering high-quality account management services to CULA's credit union clients while providing day-to-day leadership, guidance, and operational support to the Client Service team and the Total Loss team. This role serves as a subject matter expert in leasing operations, client relations, and internal workflows, ensuring service excellence, process consistency, and continuous improvement.

The position requires advanced problem-solving skills, strong attention to detail, leadership capabilities, and the ability to analyze business processes and recommend operational enhancements. The Client Service Lead acts as a liaison between clients, team members, and leadership to ensure efficient service delivery and a consistent client experience.

Duties and Responsibilities

Other duties may be assigned.

Client & Operational Leadership

• Serves as the primary escalation point for complex client and lessee issues.
• Provides day-to-day guidance, mentoring, and support to Client Service Representatives.
• Assists management in prioritizing departmental workload and ensuring service level expectations are met.
• Promotes and reinforces CULA service standards and best practices across the team.
• Monitors client interactions to ensure quality, accuracy, and professionalism.

Client Relationship Management

• Maintains strong relationships and communication practices with CULA's credit union clients.
• Handles advanced or sensitive client inquiries and resolutions.
• Communicates directly with credit unions regarding end-of-term issues and operational solutions.
• Makes outbound and responds to inbound calls and emails from credit union clients.

Operational Support

• Provides service to lessees and supports data entry and processing functions as departmental workload requires.
• Prepares for customer and client inquiries by maintaining expert-level knowledge of products, services, and processes.
• Reviews account history, researches documentation, and ensures timely and accurate responses.
• Orders and monitors lease agreements for credit unions, CDK, and Reynolds & Reynolds.
• Documents inquiries, resolutions, and interactions within customer accounts.

Process Improvement & Subject Matter Expertise

• Identifies operational inefficiencies and recommends process improvements, automation opportunities, and service enhancements.
• Maintains operational expertise in The Seamless Lease Connection and recommends enhancements.
• Participates in software testing and provides structured feedback to improve system functionality.
• Assists leadership with reporting trends, recurring issues, and improvement opportunities.

Training & Development

• Leads onboarding and operational training for new team members.
• Provides client training related to leasing operations, onboarding, and implementations.
• Develops and updates user guides, operating procedures, program documentation, and training materials.
• Supports continuous learning initiatives within the department.

Collaboration & Strategic Support

• Partners with leadership on departmental initiatives and operational projects.
• Assists with implementation activities for new credit union clients.
• Supports change management efforts and adoption of new processes or systems.

Travel

• Approximately 15% travel to client locations may be required.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Pay Range:

• $26 - $30 per hour depending on experience
• The exact starting compensation to be offered will be determined at the time of selecting an applicant for hire and will be dependent on a wide range of factors, including but not limited to geographic location, skill set, experience, education, credentials, and licensure when applicable.

What do we offer?

• Medical, Dental, and Vision benefits
• Life Insurance and Long-term disability plans
• Flexible Spending Account
• 401K matching
• Employee Stock Ownership Program in a $18.2 Billion Company, plus company matching
• Wellness Programs
• Metro Tap Card and Metro-link Reimbursement (for Los Angeles, CA employees only)
• Career Path Opportunities
• Discounts on Parks, Museums, Movie Tickets, and Attractions
• Employee Loan Assistance
• Annual Flu Shot
• Paid Vacations Days
• Paid Sick days
• Paid holidays
• HGym (available in our Los Angeles, CA & Dallas, TX office)
• Rental Car Discounts, Dell Member Purchase Program
• UKG Wallet

Acknowledgment

We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.

We are an equal-opportunity employer and do not unlawfully discriminate in employment. No question on this application is used for the purpose of limiting or excluding any applicant from consideration for employment on a basis prohibited by local, state, or federal law. Equal access to employment, services, and programs is available to all persons. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the organization.

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Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.