• Vice President / Collections and Customer Care

  • Posted: 11/12/2021

    *This position can be located in Marshall, MN or remote.


    At Western, “what” you know is important, but not as important as how you relate to teammates and customers. Our environment is based on the principles of respect, curiosity, creativity, individual empowerment, and the ability to listen effectively and communicate openly. We also believe in continual learning, bias toward action, keeping commitments, and doing our absolute best every day. 

    The VP Collections & Customer Care leads in the development and implementation of processes, policies and procedures for collections, customer service, and asset management, which serve customers in an efficient and positive manner.  This is done in accordance with the organization’s mission, vision, values, team guidelines, and Strategic Plan.

    Duties and responsibilities:


    • Motivate, coach, mentor and support all members of the collections and asset management team.   This includes regular performance reviews for the department supervisor based on a measurable set of goals.
    • Identify, develop, support and conduct training programs that promote an understanding of the leasing and finance industry, improve individual and department performance and demonstrate methods of communication that promote the organization's core values and team guidelines while successfully achieving targeted results.   
    • Accountable for monitoring performance goals and managing department strategies and action plans to achieve organization's strategic objectives.
    • Demonstrate a broad range  of industry, customer and transactional  expertise to best resolve issues such as account delinquency, account restructuring  or equipment remarketing.
    • Investigate, evaluate and identify workout strategies on classified transactions and provide status update to President with formal  Lease Workout Reports presented to the  Board of Directors on a quarterly basis.  
    • Monitor, approve and assist, when necessary, settlement negotiations for impaired transaction, equipment repossession and asset disposition.  Review and approve all expenses associated with impaired transactions.

    Customer Care

    • Motivate, coach, mentor and support all members of the customer care team.  This includes regular performance reviews for the department supervisor based on a measurable set of goals.
    • Demonstrate a broad range of industry, customer and transactional expertise to best resolve issues such as customer expectations and requests, account reconciliation or overall method of communication that demonstrates the organization's commitment to Western Excellence.  
    • Evaluate department policies and procedures to determine effectiveness and efficiency of tasks and functions and make adjustments when deemed beneficial to the customer, to internal personnel and in the best interest of the organization.  
    • Accurately identify and articulate strategic objectives and required action items as it pertains to dispensing customer information and interacting with customers.
    • Identify and deploy effective back-up procedures and after hours policies to ensure customer satisfaction even when primary representatives are not available.
    • Advise and coach solutions to complex customer situations to direct reports and other business partners.
    • Proactively plan for and effectively secure necessary support resources to ensure team can provide a high level of customer service.

    Bachelor’s Degree required with 10 years of banking experience with at least 5 years in leasing and finance.

    This is a full-time position with benefits. 

    We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to provide sponsorship for visa status. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

    Western Equipment Finance is an EEO and Affirmative Action Employer.

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