Supervisor Fleet Specialty

Overview

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.

• 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.

Knowledge You Should Bring

• 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.

Exceptional Candidates Might Have

• 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.

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.

This position is open to applicants who can work in (or relocate to) the following location(s):
Charlotte, NC US, Fort Mill, SC…