Customer Solutions Specialist

Hours of Work: 
Full-time, Non-Exempt 
40 hours a week during Monday – Friday 8:30 AM – 7:00 PM

To the extent permitted by law, the Company may, in its sole discretion, change the work schedule to address business needs. Work hours will depend on the business hours of the time zone serviced.

In This Role, You Will…
Support branch operations by learning critical functions of consumer finance and demonstrating proficiency by meeting established KPI targets and goals. Answer inquiries from and provide solutions to potential and current customers, such as taking a payment, re-directing a call to the closest branch, or taking a loan application. Communicate with customers mainly by phone, but may also communicate via e-mail, web chat, or social media. Be the ultimate customer satisfaction champion who is empowered to maintain Mariner’s exceptional customer satisfaction levels. 

Responsibilities and Essential Duties:
•    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.

Required Qualifications:
•    High school diploma or equivalent.
•    Must obtain applicable, required licenses to sell insurance products offered to customers.
•    Minimum of one (1) year of experience in a customer service or sales position. 
•    Capable of utilizing and comprehending a call center telephone system, ensuring adherence to appropriate protocols.
•    Excellent interpersonal skills necessary to communicate professionally and effectively, verbally and in writing, with customers and all levels of company staff.
•    Proficiency in Microsoft Office Suite with the ability to learn financial services programs.
•    Passion for providing excellent customer service with a pleasant, professional, customer-focused attitude.
•    Ability to adapt and adjust communication approaches to connect with and understand the needs of wide-ranging personalities. 
•    Strong problem-solving and skills and the ability to think quickly and react calmly under pressure or demanding circumstances.
•    Ability to multitask, stay organized, and prioritize tasks effectively to complete assigned duties/functions in a timely, accurate manner.

Preferred Qualifications:
•    Bachelor’s degree in Business Administration, Management, Finance, or related field.

Physical Demands:
While performing the duties of this job, the employee is frequently required to sit for extended periods; reach with hands and arms; and talk or hear. The employee is occasionally required to move about. The employee must occasionally lift and/or move up to twenty (20) pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

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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Compensation: Hourly Rate (commensurate with experience)

Benefits: Mariner Finance offers comprehensive benefits to eligible employees, including: 

• Health Insurance - Health Savings Account (HSA) with employer contributions if enrolled in a qualifying plan, Flexible Spending Account (FSA), and Dependent Care FSA
• Vision Insurance
• Dental Insurance
• Company-paid Basic Life, Long-Term Disability, and AD&D Insurance
• Voluntary worksite benefits including Accident, Critical Illness, Hospital Indemnity, Short-Term Disability, Supplemental Life, and Supplemental AD&D Insurance
• 401(k) and Company Matching Contributions
• Paid Time Off - full-time employees may accrue a minimum of 120 hours per year
• 11 Paid Holidays
• FMLA
• Employee Assistance Program (EAP)
• Paid Parental Leave 
• Referral Incentives
• Education Assistance Program 
• Complimentary FIMC Membership Plan 
• Access to industry-specific training programs
• Certain roles may qualify for additional benefits such as Relocation Assistance, Debt Assistance, Cell Phone Reimbursement, and Travel/Auto Reimbursement. Contact careers@marinerfinance.com for additional information. 

Benefits provided are consistent with applicable state laws and Company policies. Eligibility may vary based on full-time or part-time status, location, or management level.  

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

Mariner Finance is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, creed, sex, gender, gender identity or expression, marital status, age, religion, national origin, sexual orientation, familial or caregiver status, citizenship status, status as a victim of domestic violence, medical condition, genetic information, pregnancy, physical or mental disability, or status as a disabled or Vietnam era veteran. Employee must be able to perform the essential duties/functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential duties/functions of their job, absent undue hardship. Drug/Alcohol/Smoke-free workplace.