Customer Service Manager

Base Salary Range

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

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:

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All full time employees are provided with a generous benefits package in addition to their monetary compensation. Learn more about it today.

In this role, you will...

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 on‑going 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 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 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…