Supervisor Fleet Specialty

Inside the Role

The Fleet and Portfolio Services Supervisor leads a high performing team of Operational Resolution Analysts dedicated to delivering exceptional service to national, corporate, specialty equipment, and small business fleet customers with portfolios reaching up to $450 million. As the primary escalation point for complex service issues, this role ensures seamless customer experiences across the U.S., Canada, and Mexico. The Supervisor also plays a key role in strategic initiatives, system transitions, compliance oversight, and cross border process optimization.

We provide a scheduled posting end date to assist our candidates with their application planning. While this date reflects our latest plans, it is subject to change, and postings may be extended or removed earlier than expected.

Pay offered dependent on knowledge, skills, and experience.

Benefits include annual bonus program; 401k company contribution with company match up to 8% as well as non-elective company contribution of 3 - 7% depending on age; starting at 4 weeks paid vacation; 13+ calendar holidays; 8 weeks paid parental leave; employee assistance program; comprehensive healthcare plans and wellness programs; onsite fitness (at some locations); tuition assistance and volunteer paid time off;

short-term and long-term disability plans.

• Serve as the escalation point for complex fleet service requests across the U.S., Canada, and Mexico.
• Resolve issues that exceed NASC capabilities, including account updates, tax impacting changes, insurance loss reviews, and consolidated billing maintenance.
• Support strategic corporate customers, dealers, Sales, and brand partners across multiple communication channels.
• Oversee preparation and validation of legal and financial documents such as renewals, restructures, extensions, due date changes, transfers of interest, and collateral substitutions.
• Ensure documentation accuracy, system updates, and timely routing to Commercial Funding.
• Maintain ICS and ABC controls, lead monthly reviews, and manage annual audits (ICS, KPMG, regulatory).
• Monitor Agreement and General Suspense queues to ensure timely fund posting aligned with ICS controls.
• Provide account termination and title release instructions in compliance with regulatory requirements.
• Lead and coach Operational Resolution Analysts to deliver high-quality service and proactive lease maturity management.
• Conduct performance reviews, provide ongoing coaching, and foster a collaborative, growth-oriented team environment.
• Partner on NASC optimization, Pega implementation, and the Fort Worth office relocation.
• Support the transition of Canadian processes to the U.S. and NASC, ensuring continuity, documentation, and training alignment.

• BS/BA and prefer 2-4 years of relevant experience or 6 years of relevant experience in lieu of degree.
• 3 years of General Business experience and/or customer service experience.
• Auto financing industry knowledge.
• Experience leading and developing teams in a customer-facing or operational environment.
• Ability to interpret, validate, and manage legal and financial documentation.
• Strong analytical and decision-making skills in complex or high-risk scenarios.
• Excellent communication skills across multiple channels and stakeholder groups.
• Attention to detail, relationship building, time management, and conflict management.

• Experience supporting international service centers or cross-border operations (U.S., Canada, Mexico).
• Proficiency with SAP or similar accounting/portfolio systems.
• Working knowledge of compliance frameworks such as ICS, ABC, and audit requirements.
• Strong understanding of fleet servicing, commercial finance operations, or portfolio management.
• 1 year of Truck Remarketing experience, funding experience, and/or 1 year of Credit experience.
• 1 year of leadership experience.
• Background in commercial leasing, fleet finance, or specialty equipment financing.
• Experience with system transitions, process migrations, or platform implementations.
• Systems skills - Alfa, Pega, eCredit
  
  Pro, eFunding
  
  Pro, F&I Pro, Cognos.
• Prior involvement in large-scale audits or compliance programs.
• Ability to lead strategic initiatives involving multiple departments and locations.

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This position is open to applicants who can work in (or relocate to) the following location(s) - Charlotte, NC US, Fort Mill, SC US. Relocation assistance is not available for this position.

Hybrid (4 days per week in-office / 1 day remote). This schedule builds our #One Team Best Team  culture, provides an unparalleled customer experience, and creates innovative solutions through in-person collaboration.

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