Customer Service Manager Job at Kawasaki Motors Corp., U.S.A. in Lake Forest

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Kawasaki Motors Retail Finance is seeking a highly organized and customer-focused Customer Service Manager to oversee all aspects of customer service operations for Kawasaki Motors Retail Finance. This role is responsible for developing and managing servicing systems, processes, staff, procedures, controls, compliance, audit, repossessions, remarketing, collections, and payment processing. The ideal candidate will have a strong background in customer service management within the financial services industry and a passion for delivering outstanding customer experience. This position reports to the Senior Group Manager of Servicing Operations.

Key Responsibilities:

Customer Service Operations Management:

• Oversee all customer service activities, ensuring timely and accurate resolution of 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.
• 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 methods.
• Monitor payment 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:

• Plan and execute customer retention strategies.
• Lead initiatives to increase Kawasaki brand awareness and loyalty.
• Support recapture initiatives to bring customers back to the 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.
• 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, PWC).
• Experience in a FinTech startup.
• Prior experience managing a team of Data Scientists and Risk Analysts.
• Master’s degree or advanced professional degree.

Salary: $95,000 - $115,000 annually, based on experience and qualifications.

KMRF is an Equal Opportunity Employer; employment is based on merit, competence, and qualifications, without regard to race, color, religion, gender, national origin/ethnicity, veteran status, disability, age, sexual orientation, gender identity, marital status, or any other legally protected status.