Branch Manager

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

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:

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…