Customer Relations Specialist

Customer Relations Specialist

Hours of Work
Monday through Friday: 8:30AM-5:00PM

Full-time, Non-exempt

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:
Report to the Customer Relations Manager, Compliance and assist the Customer Relations team within the Compliance Department. Be responsible for researching and responding in writing to customer complaints. Work within a fast-paced, team-oriented environment caring for Mariner’s customers and upholding the Company’s culture of compliance. Provide a high level of customer support by gaining an understanding of the products and services offered. 

Responsibilities and Essential Duties:

•    Investigate customer complaints and disputes by gathering all relevant information from customers, employees, and applicable Company systems.
•    Ensure research and analysis of customer concerns are completed meticulously and with a sense of urgency.
•    Respond to customer complaints in writing, providing thorough, accurate, and timely resolutions in line with Company and regulatory guidelines.
•    Create, edit, and maintain written complaint response templates.
•    Partner with senior leaders to provide timely and accurate responses to auditors and regulators as required.
•    Collect, analyze, and interpret complaint data to based deliver reports and support business decisions.
•    Exhibit a sense of continuous improvement by providing suggestions to enhance the customer experience and protect the Company’s compliance culture.
•    Develop strong working knowledge of Mariner’s products and services and Company policies and procedures.
•    Maintain a high level of professionalism when interacting with customers, regulators, and all levels of company staff to ensure quality standards.
•    Collaborate with Compliance team members and other cross-functional teams, referring complex inquiries or potential sales opportunities to appropriate internal departments.
•    Perform additional functions depending on Company needs to provide consistent, quality customer service.

Required Qualifications:

•    High School diploma or equivalent.
•    Minimum of two (2) years of experience in a customer-facing role, preferably handling customer care.
•    Ability to learn and adequately operate customer service and financial services programs.
•    Proficiency in using Microsoft Office Suite, particularly analytical tools such as Microsoft Excel functions and formulas to compile data-driven reports.
•    Ability to demonstrate proficiency in gathering and interpreting data from multiple sources, conducting thorough research, and deriving insights to inform decision-making processes.
•    Exceptional verbal and written communication skills with the ability to convey information clearly, concisely, and in a timely manner.
•    Exceptional interpersonal skills, problem-solving ability, and good judgment.
•    Highly-motivated self-starter with strong work ethic and exceptional attention to detail.
•    Passion for providing excellent customer service with a pleasant, empathetic, professional, and customer-focused attitude.
•    Ability to work in a fast-paced environment, multi-task, and effectively prioritize work to meet deadlines.
•    Ability to quickly learn and apply new concepts and skills with an aptitude for continuous learning and professional development.

Preferred Qualifications:

•    Bachelor of Arts degree in Communications or related field of study.
•    Experience in the consumer financial services industry or other highly regulated industry.
•    Experience with data analytic or visualization tools. 

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.

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Disclaimer
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.

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.