Description POSITION DESCRIPTION: We're looking for a leader to join the EnFin Servicing team as the Customer Excellence Manager to lead our customer operations programs and serve as a true partner in reinventing how we serve customers at scale.
This role owns the evaluation, design, and continuous improvement of customer handling processes and documentation across the entire account. The Customer Excellence Manager will act Acts as the process owner responsible for ensuring every customer touchpoint is efficient, compliant, and consistent, whether handled internally or by sub-servicers/vendors.
A key focus of this role will be understanding why customers contact EnFin, identifying customer pain points and recuring issues, and translating those insights into meaningful process improvements across Servicing, Collections, Transfers & Assumptions, and vendor operations.
This position will be based out of one of our offices in Irvine, CA; San Francisco, CA or Santa Clara, CA or Teaneck, NJ. Remote work may be considered for exceptional cases.
RESPONSIBILITIES: - Own the full lifecycle process map (boarding 12 servicing 12 delinquency 12 life events 12 end of term); maintain it as the single source of truth for how customers are handled at each stage.
- Lead the redesign of customer handling procedures and drive implementation across internal teams and sub-servicers, including communication, retraining and documentation updates
- Conduct recurring process reviews to identify customer pain points, breakdowns, redundancies, and compliance gaps; prioritize improvements based on risk, operational value and customer impact
- Work in lockstep with sub-servicers/vendors to review and write processes and handling procedures for each customer touchpoint
- Lead root cause analysis of recurring or high impact customer issues and partner with operational leaders to address underlying process, policy, system or training gaps.
- Maintain and prioritize a customer experience improvement roadmap and measure the impact of implemented changes.
- Define customer experience KPIs/SLAs by lifecycle stage, including measures such as contact drivers, repeat contacts, First Contact Resolution, complaints, escalations, quality, and customer satisfaction.
- Identify trends and provide data-backed customer experience recommendations to leadership
- Own process documentation for audit-readiness (internal, regulatory, and investor/rating agency audits)
- Serve as escalation point for systemic customer handling issues surfaced through complaints, QA, or vendor oversight
REQUIRED QUALIFICATIONS: - Bachelor's degree in business, finance, engineering (or equivalent experience) with a minimum of 8+ years of work across customer experience, with exposure to all major servicing functions.
- Proven experience building and scaling customer-facing processes and procedures in partnership with vendors and internal teams.
- Experience using customer feedback, operational data, complaints, quality findings or performance metrics to identify trends and drive improvements.
- High technical aptitude with the ability to understand systems, workflows, and reporting, automation, and process dependencies.
- Strong decision-making ability, ownership mindset, and comfort operating in ambiguity.
- AI & Operational Innovation
- Partner deeply across Servicing teams and vendors to identify and deploy customer facing and Operational AI and automation across servicing workflows within the vendor network.
- Bring an experimentation mindset, using AI in everyday problem-solving to reimagine the vendor operating model and program, not just optimize the current one.
- Identify opportunities where automation, self-service, or improved workflows can reduce customer effort, unnecessary contacts and operational inefficiencies.
- Working knowledge of Consumer lending, FDCPA, Fair Debt Collection laws, UDAP, and FCRA.
PREFERRED QUALIFICATIONS: - Solar Industry experience (Renewable).
- Experience with Voice of the Customer, customer journey mapping, or contact-driver analysis.
- Familiarity with collections and servicing software and systems.
- Understanding of Solar lending products.
- Advanced knowledge of Microsoft Office Suite, particularly Excel.
COMPENSATION: In accordance with applicable pay transparency laws, the anticipated annual base salary for this position is:
- Zone 1 (Bay Area, NYC): $146,200 - $164,400
- Zone 2 (CA, NJ, NY): $134,000 - $150,700
- Zone 3 (All others): $121,800 - $137,000
The applicable salary range is based on the employee's primary work location. Individual compensation will be determined based on qualifications, relevant experience, education, skills, internal equity, and other business-related factors.
PHYSICAL, MENTAL & ENVIRONMENTAL DEMANDS:
To comply with the Rehabilitation Act of 1973 the essential physical, mental and environmental requirements for this job are listed below. These are requirements normally expected to perform regular job duties. Incumbent must be able to successfully perform all of the functions of the job with or without reasonable accommodation.
Mobility
Standing
20% of time
Sitting
70% of time
Walking
10% of time
Strength
Pulling
up to 10 Pounds
Pushing
up to 10 Pounds
Carrying
up to 10 Pounds
Lifting
up to 10 Pounds
Dexterity (F = Frequently, O = Occasionally, N = Never)
Typing
F
Handling
F
Reaching
F
Agility (F = Frequently, O = Occasionally, N = Never)
Turning
F
Twisting
F
Bending
O
Crouching
O
Balancing
N
Climbing
N
Crawling
N
Kneeling
N
The salary range is required by the California Pay Transparency Act and may differ depending on the location of those candidates hired nationwide. Actual compensation is influenced by a wide array of factors including but not limited to, skill set, education, licenses and certifications, essential job duties and requirements, and the necessary experience relative to the job's minimum qualifications.
*This target salary range is for CA positions only and should not be interpreted as an offer of compensation.
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