Equipment Finance - Customer Service Manager

Permanent contract|Jersey City|Banking Operations

Equipment Finance - Customer Service Manager

Jersey City, United States Permanent contract Banking Operations

Responsibilities

Oversee ther management of day-to-day Customer Service activities

Ensure that established policies and procedures are followed and carried out in both a timely and accurate manner, and that the appropriate controls are instituted and managed according to prescribed policies.  Processes responsible for overseeing include:

  • Managing Cash receipt and application of payments, including the processing of:
    • Lockbox receipts
    • Suspense balances
    • Refunds
  • Quoting and processing Payoffs
  • Welcome/Onboarding calls to Customers
  • Customer invoicing
  • Partnering with Customers & Vendors on the reconciliation of invoicing/payment disputes
  • Timely and accurate processing of Pass Thru payments to syndication partners
  • Property and Sales Tax management
  • Management of inbound Customer inquiries (phone, email)

Partnering and Collaborating with internal teams to ensure a best-in-class Customer Experience with SGEF

Partner and collaborate with all other business functions (Sales, Booking, Collections, Risk Management, Credit, Finance) to support the effective overall management of the portfolio

  • Assist and engage with members of the Finance Team to review/resolve accounting entries, audit activities, and book close
  • Facilitate an open and fluid communication of process on account-specific issues with the Booking Team, Sales, Collections, and other teams/internal partners as required
  • Ensure all Customer inquiries and issues are handled in a timely and efficient manner, with a “Customer First” mindset; organize thoughts and actions based on the needs and requirements of the Customer
  • Clearly communicate information and expectations to Customers/Vendors and internal partners; keep commitments made for actions to investigate and resolve issues
  • Collaborate with the Collections Team on tasks related to cash application, account reconciliations, invoicing, rebooking and other activities as required

Facilitate and participate in Process Improvement Activities

Continuously assess the Customer Service processes for effectiveness and efficiency, and identify gaps and opportunities for improvement

  • Regularly communicate and collaborate with other functional team managers (Sales, Front-Office/Booking, Collections, Finance) to gain insight and feedback on procedures impacting the Customer/Vendor experience with SGEF
  • Participate in broader SGEF-US strategic initiatives aimed at reviewing processes and identifying gaps/pain points and developing solutions
  • Participate in review(s) of system/technology capabilities, providing insight and ideas for improvement
  • Help drive and implement process and system changes as they are identified

Lead and manage the development of the members of the Customer Service Team

Regularly provided feedback, training and coaching to Team members on performance relative to objectives, and equip them with the skills and knowledge necessary to be successful in their roles

  • Ensure that the overall skill sets of the Customer Service Team correlate to the requirements for supporting Customers & Vendors
  • Coach and manage team members to equip them with the skills and techniques necessary to meet Customer Service responsiveness and accuracy targets as well as the overall objectives for SGEF
  • Provide the necessary tools and guidance to enable members of the Team to grow and develop their professional competencies

Profile required

Technical Skills:

  • Extensive knowledge of the leasing and commercial finance industry
  • Thorough understanding of lease/loan structures, documentation and financing product types
  • Experience with lease/loan pricing, including contract negotiations and product strategies
  • Advanced skills in the Microsoft Office suite of tools, in particular Excel, Outlook and Word
  • Exposure to and/or experience with LeaseWorks and Salesforce strongly desired
  • Able to manage and prioritize multiple priorities with speed and agility

Competencies and Attributes:

  • Highly effective listening & communication skills, both written and oral
  • Superior relationship management and leadership skills
  • Strong interpersonal & organizational skills; detail oriented
  • Able to link responsibilities of the Customer Service Manager role to the overall objectives & success of the business
  • Continuously prioritize and address the needs of Customers, Vendors and other stakeholders
  • Identify and manage conflicts in an open, honest manner
  • Act in spirit of collaboration and partnership
  • Be obsessively Customer-centric
  • Innovatively and creatively develop and implement win-win solutions
  • Embrace an entrepreneurial mindset

Experience Required:

  • 10+ years in leasing and/or commercial lending; background in Vendor Finance strongly preferred
  • 5+ years in a supervisory or leadership role
  • Understanding of lease/finance accounting principles
  • Solid knowledge of leasing/loan concepts such as amortization, accruals, deferrals and account reconciliations
  • Process management & improvement experience strongly desired

Educational Requirements:

  • Bachelor’s Degree desired

Languages:

  • English (required)
  • Spanish is a plus

Business insight

Department Summary:

The SGEF Back Office Team is responsible for all post-booking operations, including:

  • Customer Service and Sales support
  • Invoicing
  • Cash management and posting
  • Collections
  • Sales and Property Tax management
  • Portfolio monitoring
  • Syndication management

The SGEF Back Office Team is currently organized with two sub-teams: Collections and Customer Service.  The Customer Service Manager position will report to the VP Back Office, and is an integral part of the overall management of the SGEF portfolio, including any tasks and activities related to the timely, accurate handling of all Customer/Vendor related inquiries.

We are an equal opportunities employer and we are proud to make diversity a strength for our company. Societe Generale is committed to recognizing and promoting all talents, regardless of their beliefs, age, disability, parental status, ethnic origin, nationality, sexual or gender identity, sexual orientation, membership of a political, religious, trade union or minority organisation, or any other characteristic that could be subject to discrimination.

Reference: 210009WX
Entity: SG Equipment Finance
Starting date: 2021/05/24
Publication date: 2021/03/31
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