Branch Operations Leader - Lending & Service

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

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.