Base + Incentive: This role is eligible for a competitive monthly incentive based on individual and company performance.

The base salary offered within the posted range will be determined based on a variety of job-related factors, including relevant skills, qualifications, experience, and internal equity.

Since 1927, the Mariner Finance family of companies has provided customers with creative, flexible, and convenient lending options. Headquartered in Baltimore, Mariner Finance operates coast-to-coast with physical locations in over half the states. With a growing number of employees, superior customer service remains the cornerstone of our business, and we pride ourselves in delivering a variety of loans with an enhanced focus on exceptional service. We work with customers to find options that are beneficial to their specific needs, which is why we are recognized by our customers as one of the community’s consumer finance companies of choice.

Benefits

For information regarding our benefits, please visit: https://www.marinerfinance.com/careers/benefits/

• Handle inbound customer calls; quickly analyze customer situations and provide the most appropriate solutions, ensuring customer satisfaction and respect for customers’ time.
• When applicable, triage customers to appropriate branches. Convey the customer’s situation and, if needed, provide solutions for how to resolve.
• Provide exceptional customer service by proactively solving problems and conducting productive sales discussions, yielding successful results.
• Analyze and identify customers’ questions, needs, or desires in order to recommend the appropriate product or service.
• Utilize company software systems to perform various transactions on accounts such as payment processing and loan application intakes and research customer inquiries to loan and application status.
• Develop thorough understanding of available products to be able to present loan solutions and all available sales products based on the customer’s needs.
• Analyze credit & financial information for current and potential customers. Process credit loan applications, including closing and funding loans in applicably licensed states.
• Achieve consistent results by meeting or exceeding expected individual and team KPIs related to customer service goals and the sale of company products and services.
• Effectively manage simultaneous interactions with customers. Communicate effectively and accurately, and conduct follow-ups in a timely manner.
• Document incoming inquires as a resource for future reference.
• Learn Federal, State, and Local Application Consumer laws to ensure compliant actions.
• Collaborate with senior team members when necessary to address and resolve complex issues or customer complaints.
• Collect and provide feedback to internal departments to help improve sales, marketing, and business processes as requested.
• May perform additional functions depending on market demand and department staffing in order to provide consistent quality customer service.

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change or new ones may be assigned at any time or without notice.

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IND3

• Minimum of two (2) years of experience in a customer service or sales position.
• High school diploma or equivalent.
• Reliable transportation required.
• Excellent written and verbal communication skills with the ability to communicate effectively with customers and company personnel.
• Proficient in Microsoft Office or similar programs with the ability to learn financial services programs.
• Ability to complete essential duties/functions in a timely, accurate manner.
• Demonstrated problem-solving skills and interpersonal skills in demanding situations.
• Must obtain applicable, required licenses to sell insurance products offered to customers by the branch.
• Must perform work related tasks at the assigned branch location except in the event of an emergency as determined by the company in consultation, as necessary, with applicable regulatory agencies.