Branch Manager

Mariner Finance; Baltimore, Northern (MD, KY); Hybrid; USD 57,000 - 74,000; Full time

Job summary

Mariner Finance in Baltimore, MD is seeking an experienced operations leader to oversee a team of representatives supporting potential and current customers in loan servicing and operations.

You will partner with senior leadership to achieve KPIs, mentor staff, ensure compliance with consumer lending regulations, and drive continuous process improvements while delivering exceptional customer service and outcomes.

Qualifications

• Bachelor's degree or equivalent; 4+ years of progressive leadership in consumer lending or related field.
• Experience managing a team and achieving KPIs in a customer service/loan servicing environment.
• Strong knowledge of consumer lending regulations and compliance requirements.

Responsibilities

• Direct and oversee day-to-day operations of a representatives team to ensure customer satisfaction and efficiency.
• Coordinate and manage daily workload, documentation, audits, and coaching.
• Achieve department KPIs through portfolio analysis, trend communication, and performance metrics.
• Handle escalated calls and ensure compliance with applicable laws and policies.
• Collaborate with cross-functional teams to address support, loan servicing, and tech issues.

Skills

Leadership

Team management

Customer service

Regulatory knowledge

MS Office

Education

Bachelor's degree

High school diploma or GED

Tools

Microsoft Office Suite

Job description

Base Salary Range

USD $56,812.69 - USD $73,856.50 /Yr.

Join Mariner Finance!

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/

Job Details

In this role, you will...

Oversee a team of representatives responsible for supporting operations in assisting potential and current customers. Work directly with senior leadership to achieve KPIs and enhance operational effectiveness. Provide on-going team training and mentorship to direct reports to ensure optimal performance and drive achievement of department goals. Lead by example with strong leadership skills, a deep understanding of consumer lending regulations, and a commitment to excellence in customer service.

Responsibilities and Duties:

• Direct and oversee the day-to-day operations of a team of representatives, ensuring customer satisfaction and operational efficiency.
• Coordinate and manage daily work load:
  • Obtain and compile all relevant documents to assist in the servicing of customer accounts.
  • Audit accounts for training and coaching purposes.
  • Review past reporting and propose future customer service capabilities on assigned topics.
  • Coordinate customer service issues, priorities, requirements, topics, and concerns among team members and senior management.
• Responsible for achieving all department KPI’s:
  • Analyze assigned portfolios, determine trends and communicate results.
  • Process, prioritize, coordinate, and task customer engagement requirements, and maintain metrics of activity relative to requirements.
• Take over representative’s calls to resolve issues and handle all escalated calls to satisfaction.
• Strictly comply with applicable federal, state and local laws and provisions of states in which Mariner operates.
• Expertly comprehend and execute all company policies and procedures, including updates, and ensure team acknowledges and applies related changes to policy and procedure.
• Review and analyze the performance of various procedures within the department and make recommendations for process improvement. Lead implementation of determined solutions.
• Collaborate with cross-functional teams to address support, loan servicing, and tech support-related issues and opportunities. Participate in working groups, conferences, and meetings as required.
• Promote the professional growth and development of team members by sharing knowledge, mentoring, and providing consistent, actionable feedback.
• Administer, facilitate, and lead continuous training in areas such as best practices in customer communication, sales and negotiation techniques, compliance requirements, and systems applications. Identify training needs from team feedback and performance for ongoing skill development.
• Responsible for managerial matters such as performance appraisals and goal setting, promotions, salary recommendations, and terminations in accordance with the company hiring process, personnel policies, and budget requirements.
• Execute implementation of short- and long-term goals and plans which support the current and future needs of the business.
• Foster a collaborative and results-oriented work environment, promoting teamwork and accountability.
• Stay up to date on industry standards and changes in relevant and applicable regulations. Ensure adherence to all regulations, internal processes, procedures, and company policies.
• May perform additional functions depending on market demand and staffing in order to provide consistent quality customer service.

Required Qualifications:

• High school diploma or GED, and a bachelor’s degree or equivalent combination of education and related experience.
• Minimum of four (4) years of progressive experience, including:
  • Three (3) years of experience in the consumer lending or financial industry in branch operations, loan servicing, or in a similar role.
  • Demonstrated progressive leadership experience with the ability to lead daily operations, manage team workloads, and ensure service levels and quality standards are consistently achieved.
• Strong knowledge of consumer lending, servicing operations, regulatory requirements, and fair lending practices, with the ability to interpret and apply guidance across varying scenarios.
• Ability to apply advanced technical and regulatory knowledge to guide team decision-making, support quality outcomes, and mitigate risk.
• Demonstrated ability to ensure adherence to established policies, procedures, and guidelines while driving consistency and accountability across the team.
• Experience handling escalated or complex customer issues and providing resolution while balancing customer satisfaction, compliance, and business needs.
• Strong working knowledge of applicable federal, state, and local laws, with the ability to ensure team compliance with all regulatory and company requirements.
• Ability to evaluate existing processes, identify gaps or risks, and lead implementation of process improvements.
• Ability to coach, mentor, and develop team members, including delivering feedback, facilitating training and supporting ongoing professional growth.
• Excellent interpersonal skills necessary to communicate professionally and effectively, verbally and in writing, with customers, vendors, third parties, and all levels of company staff, including senior leadership.
• Proficiency in Microsoft Office Suite and financial services programs.
• Ability to foster a results-driven team environment that promotes high-quality service and positive customer outcomes.
• Strong problem-solving skills and the ability to make sound decisions in a fast-paced, high-pressure environment.
• Ability to maintain confidentiality and handle sensitive information with discretion.
• Ability to manage multiple priorities, delegate effectively, and maintain organization across competing demands.

Preferred Qualifications:

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

Hours of Work:

Full-time, 40 hours a week during Monday – Friday 8:00 AM – 8:00 PM.Work hours will depend on the business hours of the time zone serviced.Saturday hours required seasonally and as business needs requireTo the extent permitted by law, the Company may, in its sole discretion, change the work schedule to address business needs.

Physical Duties:

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.

EEO:

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.

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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