Customer Assistance Team Lead

Position: Customer Assistance Team Lead

Hours of Work:

Full-time, 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…

Assist the Customer Assistance Manager in overseeing a team of Loan Advisors to ensure efficient collections of past due balances from our customers. You will provide training, coaching, and mentorship to your team to ensure call quality standards with a focus on relationship management. This role requires strong leadership skills, a solid understanding of collections processes, and flexibility.

Responsibilities and Essential Duties:

• Set day- to-day operational objectives for team members, ensuring all assigned tasks are completed on time and accurately while maintaining compliance with company policies and federal/state laws.

• Lead projects as assigned. Plan tasks of team members and manage resources to ensure successful and timely execution of project goals.

• Support management with administrative matters as requested, such as weighing in on team performance evaluations and recruiting efforts.

• Act as the direct support system to Collections Manager and leadership staff to identify and recommend methods to improve/enhance work processes, performance, and best practices.

• Monitors and reviews the work of Loan Advisors to ensure it is effective and within Company and Legal policy.

• Provide daily goals and strategy, formal account reviews and side by side monitoring to maximize long term success.

• Compile and provide daily KPI reports to management. Perform monthly reviews of team payment logs and validate accuracy.

• Administer continuous training, coaching and create development plans to address and deficiencies.

• Review and analyze the performance of various procedures within the department and make recommendations for process improvement. Participate in ad hoc testing of new updates and products, and assist with implementation of determined solutions.

• Handle escalated calls, sensitive customer issues and provides resolutions to customer concerns.

• Strengthen and manage customer relationships by listening, understanding, and assessing the customer's situation; evaluate the customer's past and current relationship with Mariner, and effectively and professionally discuss repayment options to reach mutually beneficial agreements.

• Maintain thorough and accurate documentation of individual's performance of collection's activities, and any applicable training or coaching instructions.

• Strictly comply with applicable federal, state, and local laws and provisions regarding debt collection of states in which Mariner operates.

• Follow collection policies and procedures of the company. Stay informed of updates to company policy and promptly implement applicable changes.

• May perform additional functions depending on market demand and staffing in order to provide consistent quality customer service.

Required Qualifications:

• High school diploma or equivalent.

• Minimum of five (5) year of comprehensive experience in collections, with previous experience leading Collections teams or projects, working in capacities with decision-making authority and coordinating/delegating multiple responsibilities.

• Experience in consumer lending/financial services with advanced knowledge and understanding of relevant consumer protection provisions under federal and state law.

• Proficient in Microsoft Office suite programs, including Microsoft Outlook.

• Professional, customer-focused, and results-oriented attitude with the ability to effectively negotiate, problem-solve, think quickly, and react calmly under pressure or in demanding circumstances.

• Excellent interpersonal skills necessary to communicate professionally and effectively, verbally and in writing, with customers, vendors, third parties, and all levels of company staff.

• Proficiency in applicable call center and financial services programs.

• Ability to apply knowledge and experience to make recommendations or improvements to policy, procedure, and workflows.

• Ability to maintain confidentiality and handle sensitive information with discretion.

• Ability to multitask, stay organized, and prioritize tasks effectively to complete assigned duties in a timely, accurate manner.

• Ability to work with little to no supervision and to independently determine tasks to complete on a daily basis.

Preferred Qualifications:

• Experience with CBS Academy or other call models.

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.

Mariner Finance, LLC | NMLS #166564

Other details

• Pay Type Hourly

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• Plano, TX, USA