Lead, Customer Service

Customer Service North Richland Hills, Texas


Job Family: Business Operations

Responsible for the day-to-day operations of the company's business units. Aims to deliver superior service to clients by driving and optimizing the effectiveness and efficiency of people, processes and technology thereby enhancing financial performance, increasing investment capacity, and managing risk. Builds the sustainable repeatable capabilities that support delivery of the highest standards of service and execution. Analyzes and reviews data tools, business processes and operational standards to execute service delivery. Evaluates and ensures that operations meet company objectives, business needs, service agreements and relevant requirements. Researches and monitors external landscape to identify developments and translate them into operational implications for the company.

Job Function: Auto Loan & Lease Customer Service

Acts as a primary point of contact to assist consumer loan customers in resolving account issues and questions. Researches and escalates as appropriate. Ensures adherence to internal policy and external regulations. Supports respectful customer experiences throughout life of loan.

Summary of Responsibilities:

The Lead, Auto Loan & Lease Customer Service is responsible for effectively responding to escalated customer service issues to ensure proper resolution, including customer follow-up. S/he will play a key role in documenting resolution path and identifying coaching and training opportunities to drive an improved customer experience.

Essential Functions:

  • Collaborates with all internal and external departments to ensure effective problem resolution.
  • Notifies leadership of recognized trends and opportunities to improve end-to-end business and customer service processes
  • Manages less complex escalated issues from agents and works to resolution including customer follow-up.
  • Identifies and assists managers in coaching and training opportunities to drive an improved customer experience.
  • Identifies innovative ways to evolve the department processes and further align with the needs of the customer while working with our support partners to achieve a great customer experience.
  • Resolves challenges and issues in providing optimal customer service solutions to customers.
  • Trains and advises junior Customer Service professionals to enhance learning and customer service skills as needed.
  • Participates in and supports the implementation of Customer Service process and procedure changes.
  • Remains abreast emerging customer services best practices; summarizes and communicates findings with team.
  • Documents escalation records and resolution paths to share and utilize as a training tool.
  • Uses established escalation path for customer complaints and routes calls based on company policy and procedure or uses best judgement to escalate based on potential company risk.
  • Assist managers with department floor coverage and special tasks or projects as assigned.
  • While employees work remotely, or from home, they are unable to take customer payments but advise customers on account status and alternative methods to make a payment

Other Functions:

  • Other duties as assigned.


  • Education -
    • Bachelor's Degree: Business, Communications, Employee Relations, or equivalent field
    • or equivalent work experience: Equivalent combination of education and experience may be substituted in lieu of degree.
  • Experience -
    • 3-5 years
  • Skills & Abilities -
    • Demonstrated practical and theoretical knowledge of Customer Service principles/practices and conflict resolution.
    • Strong problem solving and critical thinking skills.
    • Strong MS Office (Excel, PowerPoint, Word, Visio, and Outlook) skills.
    • Strong verbal and written communication skills.
    • Strong organizational and time management skills.
    • Excellent customer service skills including an ability to follow-up to ensure closure of issues.
    • Ability to analyze conflict and provide recommendations and/or resolutions to mitigate/resolve customer issues.
    • Ability to work independently as well as collaboratively within a team environment.
    • Ability to stay abreast of industry best practices, procedures, and techniques.
    • Ability to change direction as project demand dictates.
    • Ability to effectively and clearly communicate instructions to others, summarize and articulate issues, and document findings in a clear and concise manner.


  • Change Orientation - Flexibility:
    • Proficient - Applying and Executing
      • Adapts quickly to change and makes suggestions for increasing the effectiveness of change
      • Appropriately shifts attention and refocuses on new goals as a result of changes in priorities or competing work demands

  • Collaboration - Teamwork:
    • Proficient - Applying and Executing
      • Creates a good working environment in the team; works towards shared goals contributing ideas and accepting change
      • Provides assistance and coaches less experienced team members

  • Execution - Initiative:
    • Proficient - Applying and Executing
      • Displays initiative, flexibility and focus to get things done
      • Actively contributes ideas, suggestions, and constructive comments in meetings and discussions

  • Influence - Information Sharing:
    • Proficient - Applying and Executing
      • Uses information and data effectively to support a position and present a rational case

  • Problem Solving - Solution Definition:
    • Proficient - Applying and Executing
      • Sees through complexity and detail to get to the critical issues at hand
      • Takes into account the wider context within which problems exist

  • Risk Management - Knowledge of Risk Management Policies, Regulations, Processes and Procedures:
    • Proficient - Applying and Executing
      • Executes risk management process and procedures without management direction, and demonstrates awareness of expected results
      • Knows the relationship and impact of actions and results
      • Has an understanding of regulations impacting area supported

  • Customer Focus - Customer Understanding:
    • Proficient - Applying and Executing
      • Probes in-depth to understand the customer’s business needs
      • Explores and understands the customer's alternatives and decision criteria

  • Customer Focus - Issue Ownership:
    • Proficient - Applying and Executing
      • Addresses customer’s requests, ensures concerns are recorded accurately and action is initiated appropriately
      • Makes extra effort to satisfy customers needs and meet commitments

  • Execution - Accountability:
    • Proficient - Applying and Executing
      • Follows through to meet commitments to others
      • Takes responsibility for achieving strong results, despite balancing multiple complex demands


Working Conditions:

  • Frequently: Minimal physical effort such as sitting, standing, and walking.
  • Occasional moving and lifting of equipment and furniture is required to support onsite and offsite meeting setup and teardown.
  • Physically capable of lifting up to fifty pounds, able to bend, kneel, climb ladders.

Employer’s Rights:

  • This job description does not list all the duties of the job.  You may be asked by your supervisors or managers to perform other duties.  You will be evaluated in part based upon your performance of the tasks listed in this job description.
  • The employer has the right to revise this job description at any time.  This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.