Customer Service Manager

Customer Service Manager

Location: Denver, CO (Onsite 5 days a week) Base Salary Range: $90,000-$100,000 Benefits: Medical, dental, and vision insurance, 401(k), and paid time off.

LaSalle Network has partnered with a growing, industry-leading financial services firm to recruit an experienced Customer Service Manager specializing in Equipment Finance. In this role, you will lead and develop a dedicated customer service team, ensuring clients and vendors experience a seamless, high-touch journey throughout the entire lease and loan lifecycle. You will serve as the strategic driver for customer satisfaction, cross-departmental alignment, and process improvement across all customer touchpoints.

Responsibilities:

• Team Leadership & Coaching: Lead, mentor, and empower a high-performing customer service team to consistently deliver exceptional client experiences.
• Escalation Management: Act as the primary escalation point for complex, high-priority customer inquiries and resolution needs.
• Cross-Functional Collaboration: Partner closely with Operations, Collections, Title/Records, and Risk teams to streamline operations and resolve client issues efficiently.
• Performance & Metrics Tracking: Monitor key team metrics (CSAT, response times, retention) and leverage data to drive operational improvements.
• Process & Policy Optimization: Establish and refine customer service best practices, workflows, and policies tailored to equipment finance operations.
• CRM & Data Integrity: Maintain accurate, up-to-date client records within CRM platforms and loan/lease management systems.
• Compliance & Quality Assurance: Ensure full team adherence to internal policies, industry best practices, and regulatory requirements.

Qualifications:

• Education: Bachelor's degree in Business, Finance, or a related field (or equivalent practical experience).
• Experience:
• 5+ years of experience in customer service or client relations within equipment finance, commercial leasing, or banking.
• 2+ years of direct supervisory or team management experience.
• Domain Expertise: In-depth knowledge of equipment finance processes, customer-facing operations, and lease/loan lifecycles.
• Technical Skills: Proficiency in CRM and lease/loan management software alongside Microsoft Office Suite.
• Soft Skills: Exceptional communication, conflict resolution, organizational, and relationship-management skills in a fast-paced environment.

Preferred Qualifications:

• Familiarity with collections, title/records management, and risk management workflows.
• Proven track record of implementing customer experience (CX) enhancements within a regulated financial environment.
• Deep understanding of financial regulations governing equipment finance and commercial lending.

If you are an energetic customer service leader looking to take the next step in your financial services career, apply directly or reach out to the recruiting team at LaSalle Network to learn more! Cas Ngiramowai Recruiting Lead LaSalle Network.

LaSalle Network is an Equal Opportunity Employer m/f/d/v.