Account Manager I - Lease End Consultancy (Consumer & Community Banking)

Make a direct impact on customer experiences at a critical moment in the leasing journey. In this role, you will lead a team that helps customers and dealer partners navigate lease-end needs with clarity and confidence. You will use coaching, quality insights, and performance data to strengthen service delivery. If you enjoy developing people and improving processes, this role offers meaningful opportunities to grow and lead.
As an Account manager in the lease-end customer support team, you will lead a team of specialists who handle lease-end inquiries and deliver high-quality customer experiences. You will review performance and quality results, coach team members through actionable feedback, and partner with leaders to improve processes. You will help foster a collaborative, adaptable environment that supports consistent service and performance outcomes.
Job responsibilities
Communicate policy and procedure updates to the team and ensure consistent understanding and adoption.
Allocate resources, plan schedules, and assign work to meet business needs and service goals.
Train, coach, and mentor team members on lease-end processes, quality expectations, and performance standards.
Review recorded interactions and quality results to identify coaching opportunities and drive improvement.
Partner with quality teams to support monthly call calibrations and implement quality initiatives.
Motivate and support the team to achieve performance and service goals while reinforcing collaboration and adaptability.
Deliver assigned projects and provide progress updates and recommendations to leadership.
Required qualifications, capabilities and skills
2 years of experience in at least one of the following areas: remarketing, customer service, collections, or people management.
Demonstrated experience coaching, mentoring, and developing team members to meet performance objectives.
Strong interpersonal and communication skills, including the ability to deliver clear, actionable feedback.
Strong analytical and problem-solving skills, with the ability to use performance data to guide coaching actions.
Strong organizational and time management skills, including maintaining accurate records and performance statistics.
Ability to handle customer and partner interactions professionally, including de-escalation and issue resolution when needed.
Preferred qualifications, capabilities and skills
Experience supervising a team of 10 or more specialists in a customer-facing environment.
Bachelor’s degree in business or a related field.
Experience supporting automotive leasing products and lease-end servicing activities.
Experience using lease management and customer interaction systems
Proficiency in Microsoft Office (Word and Excel).
Availability to work Monday through Friday between 8:00 a.m. and 8:00 p.m. Eastern Time, based on business needs.
All application requirements (including updated resume - please include specifics of your career) should be posted, submitted and completed in the Oracle tool.
In partnership, Hiring Managers and Recruiters will review applications to determine which candidates best meet the required skills and experience specified in the job description. While not every application will result in an interview, applications will be acknowledged.