Client Service Lead

The Client Service Lead is responsible for delivering high-quality account management services to CULA’s credit union clients while providing day-to-day leadership, guidance, and operational support to the Client Service team and the Total Loss team. This role serves as a subject matter expert in leasing operations, client relations, and internal workflows, ensuring service excellence, process consistency, and continuous improvement.

The position requires advanced problem-solving skills, strong attention to detail, leadership capabilities, and the ability to analyze business processes and recommend operational enhancements. The Client Service Lead acts as a liaison between clients, team members, and leadership to ensure efficient service delivery and a consistent client experience.

Other duties may be assigned.

• Serves as the primary escalation point for complex client and lessee issues.
• Provides day-to-day guidance, mentoring, and support to Client Service Representatives.
• Assists management in prioritizing departmental workload and ensuring service level expectations are met.
• Promotes and reinforces CULA service standards and best practices across the team.
• Monitors client interactions to ensure quality, accuracy, and professionalism.

• Maintains strong relationships and communication practices with CULA’s credit union clients.
• Handles advanced or sensitive client inquiries and resolutions.
• Communicates directly with credit unions regarding end‑of‑term issues and operational solutions.
• Makes outbound and responds to inbound calls and emails from credit union clients.

• Provides service to lessees and supports data entry and processing functions as departmental workload requires.
• Prepares for customer and client inquiries by maintaining expert‑level knowledge of products, services, and processes.
• Reviews account history, researches documentation, and ensures timely and accurate responses.
• Orders and monitors lease agreements for credit unions, CDK, and Reynolds & Reynolds.
• Documents inquiries, resolutions, and interactions within customer accounts.

• Identifies operational inefficiencies and recommends process improvements, automation opportunities, and service enhancements.
• Maintains operational expertise in The Seamless Lease Connection and recommends enhancements.
• Participates in software testing and provides structured feedback to improve system functionality.
• Assists leadership with reporting trends, recurring issues, and improvement opportunities.

• Leads onboarding and operational training for new team members.
• Provides client training related to leasing operations, onboarding, and implementations.
• Develops and updates user guides, operating procedures, program documentation, and training materials.
• Supports continuous learning initiatives within the department.

• Partners with leadership on departmental initiatives and operational projects.
• Assists with implementation activities for new credit union clients.
• Supports change management efforts and adoption of new processes or systems.

• Approximately 15% travel to client locations may be required.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The exact starting compensation to be offered will be determined at the time of selecting an applicant for hire and will be dependent on a wide range of factors, including but not limited to geographic location, skill set, experience, education, credentials, and licensure when applicable.

• Medical, Dental, and Vision benefits
• Life Insurance and Long‑term disability plans
• Flexible Spending Account
• 401K matching
• Employee Stock Ownership Program in a $18.2 Billion Company, plus company matching
• Wellness Programs
• Metro Tap Card and Metro‑link Reimbursement (for Los Angeles, CA employees only)
• Discounts on Parks, Museums,…