Lilian Starr serves as Director of Operations for Customer Service within First Citizens Bank’s Equipment Finance division, where she leads customer-facing teams and drives digital transformation. With more than a decade in the equipment finance industry, she is known for pairing operational excellence with innovation to create meaningful customer experiences.
Starr began her career in the airline industry, where she developed a deep appreciation for efficiency, process improvement and customer-centered service. Those skills proved invaluable as she transitioned into equipment finance, where she quickly built a reputation for bridging technology and people to reimagine service delivery. By balancing customer advocacy with strong business alignment, she has advanced modernization programs that drive efficiency and growth.
Among her proudest achievements is the launch of a new Servicing & Collections platform in July 2025 — a milestone reflecting hundreds of user stories and the collective effort of cross-functional teams. The initiative embodied the vision of “our transformation, your power,” simplifying processes, reducing risk and delivering stronger customer outcomes. Equally significant, she helped align business practices across Equipment Finance, modernizing experiences for customers while enhancing the associate journey and positioning the business for sustainable success.
Her influence extends beyond her company. As a member of the Equipment Leasing & Finance Association (ELFA) Innovation Lab Committee, she has led sessions on the future of work, digital transformation, AI and cybersecurity. She also created the N.I.C.E. framework (Notice, Interact, Care, Execute), which blends technological efficiency with empathy in every customer interaction.
Starr’s mission centers on empowering people — whether associates, peers or customers. She is recognized not only for driving operational alignment but also for the collaborative, trust-based culture she fosters within her teams. A strong advocate for professional development, she encourages colleagues to grow in their careers while supporting shared success. She also invests in developing future leaders through First Citizens Bank’s partnership with Rock the Street, Wall Street, mentoring high school girls from diverse backgrounds and fostering curiosity, confidence and a pathway into finance.
Starr credits her success to phenomenal leaders and exceptional teams whose dedication and partnership shaped her journey. From her roots in the airline industry to her leadership in equipment finance, her career reflects transformation with purpose — modernizing processes while keeping people at the heart of every customer experience.
“Lilian has been instrumental to the success of First Citizens Bank Equipment Finance, making a lasting impact across the equipment finance industry,” says Heather Ellison, Senior Vice President of Operations, First Citizens Bank. “She is a forward-thinking leader who consistently leverages innovation and technology to drive efficiency, reduce risk, and create meaningful customer and associate experiences.
“Through her vision of ‘our transformation, your power,’ Lilian brings clarity and direction to the future of the business. She is widely respected for sharing best practices and championing thoughtful planning and execution.
“Her relentless pursuit of knowledge, strong business acumen and deep industry expertise continue to shape not only First Citizens Bank, but also the broader equipment finance community. Lilian’s influence and leadership are recognized well beyond the organization, leaving a positive, permanent imprint on the industry.”
“Curiosity and collaboration spark transformation. For women in our industry, embrace what makes you unique — ask questions, stay present and keep learning with an open mind. Progress comes when we commit fully and step outside comfort zones. Follow what excites you, push through with courage, and let your journey inspire growth and change.”
– Lilian Starr
