Customer Service Lead

San Diego, CA | On-site role

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.

San Diego, CA | On-site role 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…