Inbound Call Center Sales Pro

Mariner Finance; Plano (TX); On-site; USD 25,000 - 32,000; Full time

Job summary

Mariner Finance is hiring a full-time Customer Service Specialist to support branch operations and learn critical functions of consumer finance. You will handle inbound calls, take payments, redirect calls to the closest branch, and assist with loan applications, primarily by phone.

You will be the customer satisfaction champion, meeting KPIs and engaging via email, web chat, or social media as needed while delivering supportive service across loan products.

Qualifications

• High school diploma or equivalent.
• Minimum of one (1) year of experience in a customer service or sales position.
• Capable of utilizing and comprehending a call center telephone system, ensuring adherence to appropriate protocols.
• Excellent interpersonal skills necessary to communicate professionally and effectively, verbally and in writing, with customers and all levels of company staff.
• Proficiency in Microsoft Office Suite with the ability to learn financial services programs.
• Passion for providing excellent customer service with a pleasant, professional, customer-focused attitude.
• Ability to adapt and adjust communication approaches to connect with and understand the needs of wide-ranging personalities.
• Strong problem-solving and skills and the ability to think quickly and react calmly under pressure or demanding circumstances.
• Ability to multitask, stay organized, and prioritize tasks effectively to complete assigned duties/functions in a timely, accurate manner.

Responsibilities

• Handle inbound customer calls; quickly analyze customer situations and provide the most appropriate solutions, ensuring customer satisfaction and respect for customers’ time.
• When applicable, triage customers to appropriate branches. Convey the customer’s situation and, if needed, provide solutions for how to resolve.
• Provide exceptional customer service by proactively solving problems and conducting productive sales discussions, yielding successful results.
• Analyze and identify customers’ questions, needs, or desires in order to recommend the appropriate product or service.
• Utilize company software systems to perform various transactions on accounts such as payment processing and loan application intakes and research customer inquiries to loan and application status.
• Develop thorough understanding of available products to be able to present loan solutions and all available sales products based on the customer’s needs.
• Analyze credit & financial information for current and potential customers. Process credit loan applications, including closing and funding loans in applicably licensed states.
• Achieve consistent results by meeting or exceeding expected individual and team KPIs related to customer service goals and the sale of company products and services.
• Effectively manage simultaneous interactions with customers. Communicate effectively and accurately, and conduct follow-ups in a timely manner.
• Document incoming inquires as a resource for future reference.
• Learn Federal, State, and Local Application Consumer laws to ensure compliant actions.
• Collaborate with senior team members when necessary to address and resolve complex issues or customer complaints.
• Collect and provide feedback to internal departments to help improve sales, marketing, and business processes as requested.
• May perform additional functions depending on market demand and department staffing in order to provide consistent quality customer service.

Skills

Customer service

Sales experience

Communication

Multitasking

Microsoft Office

Education

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

Tools

Call center software

Job description

Mariner Finance is hiring a full-time Customer Service Specialist to support branch operations and learn critical functions of consumer finance. You will handle inbound calls, take payments, redirect calls to the closest branch, and assist with loan applications, primarily by phone.

You will be the customer satisfaction champion, meeting KPIs and engaging via email, web chat, or social media as needed while delivering supportive service across loan products.