Client Service Manager (Cleveland)

About the Company

Encore Funding is a specialty finance business in Cleveland, Ohio, that provides funding, back-office, and strategic services to entrepreneurs in the staffing industry. We are a fast-paced, growing business looking for talented individuals who want to help build an incredible company. As a leader in the specialty finance space, we offer an exciting opportunity to join a growing and thriving organization.

Encore Funding’s culture consists of:

• Growth opportunities and upward mobility
• Modern office setting
• Challenging and rewarding work
• A highly motivating team environment

About the Role

Encore Funding is looking for a Client Service Manager who will oversee day-to-day client service and funding operations for our staffing and transportation clients. In this role, you will lead and develop a team responsible for processing weekly funding requests while helping ensure transactions are completed accurately and on time. You will evaluate supporting documentation, monitor client and debtor performance, and identify account activity that may present operational or credit concerns. You will also build positive client relationships, help clients grow, and balance their business needs with the responsibility of protecting Encore Funding’s portfolio. This is a true people leadership and client portfolio management role that requires strong judgment, financial aptitude, and the ability to operate effectively in a fast-paced environment.

You will work closely with team members and senior leadership to resolve client service issues, strengthen internal processes, and deliver a consistent service experience. The ideal candidate is comfortable moving between team leadership, financial analysis, operational problem-solving, and direct client communication.

What You Will Do

• Lead, develop, and manage a team responsible for processing clients’ weekly funding requests.
• Review invoices, timecards, purchase orders, bills of lading, and other supporting documentation to validate funding requests.
• Help ensure client funds are delivered accurately and on time.
• Monitor the performance of clients and account debtors to support the integrity of collateral and the overall portfolio.
• Maintain positive client relationships and support client growth while protecting Encore Funding’s financial interests.
• Evaluate clients’ account positions and ability to meet current obligations.
• Monitor account performance and transactional activity to identify anomalies, behavioral changes, and potential areas of concern.
• Troubleshoot client service issues, process breakdowns, and operational barriers.
• Communicate client, portfolio, and operational matters clearly and thoughtfully to senior management.
• Identify, test, and implement process improvements that strengthen and standardize client service delivery.
• Participate in weekly meetings addressing client accounts and operational issues.
• Use Factor SQL to import schedules, execute transactions, and support team members in navigating the system.
• Complete responsibilities accurately, promptly, and with a professional and solutions-focused approach.

What You Bring

• Bachelor’s degree or higher in business administration, finance, accounting, or a related field preferred.
• 5 or more years of experience in factoring, financial services, lending, or a similar business environment preferred.
• Previous experience leading, developing, or managing employees in a fast-paced operational setting.
• Strong mathematical, analytical, organizational, and problem-solving skills.
• Ability to evaluate account activity, supporting documentation, and transactional discrepancies with accuracy and sound judgment.
• Excellent written and verbal communication skills.
• Exceptional client service and relationship-management skills.
• Ability to work effectively with individuals at all levels, both inside and outside the organization.
• Strong understanding of how to balance business needs, client needs, employee needs, and portfolio risk.
• Proficiency with Microsoft Excel, Word, Outlook, Copilot, and PowerPoint.
• Experience with accounting, factoring, or financial-services software; Factor SQL experience is a plus.
• A conscientious, prompt, and detail-oriented approach to work.
• Ability to manage multiple priorities and remain organized in a fast-paced environment.
• A collaborative, approachable, and team-focused working style.

What Success Looks Like

• Weekly funding requests are reviewed and processed accurately and on time.
• The client service team receives clear leadership, practical support, and ongoing development.
• Client and debtor performance is monitored consistently, with unusual activity or potential concerns identified and escalated promptly.
• Clients receive responsive, thoughtful service while appropriate portfolio protections are maintained.
• Supporting documentation and account activity are evaluated thoroughly and with strong attention to detail.
• Client service and operational issues are resolved efficiently, professionally, and with minimal disruption.
• Leadership receives clear, timely, and well-reasoned communication regarding client accounts and operational matters.
• Processes become more consistent, scalable, and efficient through thoughtful improvements.
• Factor SQL transactions and related operational tasks are completed accurately, and team members receive system support when needed

What We Offer

• Competitive salary and bonus potential
• Medical, dental, and vision insurance
• 401(k) with company match
• Paid holidays, vacation, and sick time
• Life insurance and short-term and long-term disability coverage
• A stable, professional work environment with long-term growth opportunities

Work Details

• Full-time, permanent position
• Monday through Friday schedule
• 100% onsite at our Pepper Pike, Ohio office
• Candidates must be able to commute or relocate