Manager Equipment Finance Customer Service Position Available In Duval, Florida

Manager Equipment Finance Customer Service First Citizens Bank – 3.5

Jacksonville, FL Job Details Estimated:

$59.9K – $75.8K a year 1 day ago Qualifications Management Customer service Mid-level High school diploma or GED Bachelor’s degree Business Administration 4 years Business Account management Leadership Communication skills Banking Full Job Description 29140 10201 Centurion Parkway North Jacksonville, Florida

EF CUS SRVC

Monday – Friday 06/11/2025 Job Description Overview The Manager of Equipment Finance Customer Service oversees a team in the Customer Service Department of the Vendor Equipment Finance division. Works closely with Senior Management to ensure servicing performance and operational strategies are aligned with the Organization Competitive Path. Recognizes operational improvement opportunities and effectively communicates suggestions with identified solutions and business values. Sets goals, plans for development, provides on-going support, feedback, and coaching, and conducts mid-cycle and year-end performance discussions and reviews with direct reports. Responsibilities Operations Oversight – Leads the daily customer service operations and provides guidance to supervisors and seniors. Monitors and measures Key Performance Indicators (KPI), Service Level Agreements, and work volume to develop standards, improvements, or changes to workflows and resource allocation. Participates in staff resourcing and capacity planning along with decision-making. Monitors Customer Complaint Case Management to resolve account or service issues. Guides the team on determining the root cause; selecting and explaining the best solution; expediting correction or adjustment; following up to ensure timely resolution and to provide the best customer experience. Business Support – Supports the development of internal procedures, policies, and work processes to achieve operational goals. Maintains a strong knowledge of Equipment Finance Business and Operations including policies and procedures, risk and controls and customer service programs. Interfaces with other departments in the organization to execute business strategies and to ensure the servicing teams are prepared to support future products and business needs. Strongly involved in all Digital Automation Initiatives and establishes strong working relationships with Sales, Originations, Technology and Finance departments to find best solutions and anticipate customer needs. Proactively seeks ways to optimize performance by seeking coaching, supporting Bank initiatives, and leveraging tools to enhance efficiency. Managerial Functions – Assesses daily work for accuracy, process improvements, and efficiencies including reporting and performance analysis. Sets goals, plans for development, provides on-going support, feedback, and coaching, as well as conduct mid-cycle and year-end performance discussions and reviews with direct reports. Timely takes action to address concerns and to remove performance roadblocks. Qualifications Bachelor’s Degree and 4 years of experience in Customer Service, Leadership, Banking, Finance – OR – High School Diploma or GED and 8 years of experience in

Customer Service, Leadership, Banking, Finance Additional Requirements:

People management experience with proven leadership and mentorship expertise Advanced attention to detail Excellent written and verbal communication skills Banking and/or Finance industry experience Customer service and/or account management experience including handling escalations

Preferred Qualifications:

Bachelor’s in Business Administration or related field Large Financial Institution or Commercial Banking experience Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. First Citizens Bank is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race (including traits historically associated with race, such as hair texture and protective hairstyles), color, religion, national origin, sex, age, disability, protected veteran status, sexual orientation, gender identity, genetic information, military membership, application, or obligation, or any other legally protected status. Section 19 of the Federal Deposit Insurance Act prohibits First Citizens Bank from employing individuals convicted of certain criminal offenses. Offers of employment will be contingent upon a satisfactory background check. The Bank is committed to maintaining a safe workplace free from the influence of prohibited drugs and the misuse of alcohol and will not tolerate any prohibited drug use or alcohol misuse that jeopardizes the safety of associates, customers or others at the workplace, or threatens the Bank’s operations or competitiveness. If you have a disability and need special assistance or accommodation to apply for employment at First Citizens Bank, please contact our Human Resources department at 888.716.7199 or email us at .