Customer Service Manager

Mariner Finance; Maryland; On-site; USD 65,676 - 80,756; Full time

Job summary

Mariner Finance is seeking an experienced leader to oversee a team of customer service representatives handling online loan inquiries, verification, and tech-support via phone, email and chat. You will drive KPI achievement, ensure compliant processes, and mentor staff to deliver exceptional service.

In this role you will collaborate with senior leadership, review performance data, implement process improvements, and maintain risk-aware, customer-focused operations across our online loan

Qualifications

• Bachelor’s degree or equivalent combination of education and related experience.
• Four years of progressive experience in consumer lending or financial services with leadership.
• Experience leading daily operations and achieving service levels.
• Knowledge of consumer lending regulations and risk management.
• Ability to coach and mentor team members.

Responsibilities

• Direct and oversee daily operations of a team of representatives.
• Coordinate workload, collect documents, audit accounts, and coach staff.
• Achieve department KPIs by analyzing portfolios and trends.
• Handle escalated calls and ensure compliance with policies.
• Lead training and professional development for the team.

Skills

Leadership

Regulatory knowledge

Customer service

Coaching

Cross-functional collaboration

MS Office

Education

Bachelor's degree

High school diploma/GED

Tools

Microsoft Office

Job description

Join Mariner Finance! 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/

Salary

USD $65,676.43 - USD $80,756.08 /Yr.

Job Details

Oversee a team of representatives responsible for providing prompt responses to customer inquiries regarding online loans, their verification, and general technical support via phone, email, chat, and servicing. Ensure timely and accurate processing, review, and verification of online loans with consideration for possible fraudulent activity to mitigate company risk. Be responsible for the administration and profitability of the business generated by our online loan system. Work directly with senior leadership to achieve KPIs and enhance operational effectiveness. Provide ongoing team training and mentorship to direct reports to ensure optimal performance, sound credit risk practices, 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 through prompt responses to customer inquiries regarding online loans and their verification via phone, email, and chat.
• Coordinate and manage daily workload:
  • 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 KPIs:
  • Analyze assigned portfolios, determine trends and communicate results.
  • Process, prioritize, coordinate, and task customer service and support requirements, and maintain metrics of activity relative to requirements.
• Take over representative’s calls to resolve issues and handle all escalated calls to satisfaction.
• Maintain effective organization mechanisms to ensure compliance with all relevant laws.
• 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 online support, loan servicing, and tech support-related issues and opportunities. Participate in working groups, conferences, and meetings as required.
• 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.
• Promote the professional growth and development of team members by sharing knowledge, mentoring, and providing consistent, actionable feedback.
• 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 customer service, online support, 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.

Hours Of Work

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

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.

Equal Opportunity Employer

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.