Customer Service Manager

Job Description

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.

 

What We Offer:

• Professional development opportunities


• A thoughtful hybrid work policy


• Competitive salary based on experience


• Discretionary incentives to reward the achievement of annual performance objectives


• 401k match


• Medical insurance


• Vision insurance


• Dental insurance


• Life and disability benefits


• Generous vacation policy


• Generous Paid time off


• Health & wellness initiatives


• Up to 12 paid company holidays


• Employee discounts on Kawasaki products
  
  

 

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.