Hours of Work:
Full-time, Non-exempt
Tuesday - Saturday
To the extent permitted by law, the Company may, in its sole discretion, change the work schedule to address business needs. Work hours will depend on the business hours of the time zone serviced.
In This Role, You Will…
Collect past due balances from customers and offer solutions to help address customer challenges. As a Loan Advisor on our Customer Assistance team, you will utilize your knowledge of collections to build strong customer relationships and achieve successful outcomes for both Mariner and the customer. This role requires a strong attention to detail, excellent communication skills, and a persistent approach to problem solving.
Responsibilities and Essential Duties:
- Work assigned branch accounts and call customers with past due balances to arrange or take payments on the loan.
- Apply developed collection techniques to handle challenging, complex, or high-value accounts.
- Strengthen and manage customer relationships by listening, understanding, and assessing the customer’s situation; evaluate the customer’s past and current relationship with Mariner, and effectively and professionally discuss repayment options to reach mutually beneficial agreements.
- Provide excellent customer service by addressing customer concerns and questions professionally and courteously.
- Maintain thorough and accurate documentation of all collection’s activities; update customer account information and process payments in accordance with company policies and procedures.
- Perform various administrative functions for assigned accounts, such as recording address changes or updating contact information.
- Strictly comply with applicable federal, state, and local laws and provisions regarding debt collection of states in which Mariner operates.
- Follow collection policies and procedures of the company. Stay informed of updates to company policy and promptly implement applicable changes.
- May perform additional functions depending on market demand and staffing in order to provide consistent quality customer service.
Required Qualifications:
- High school diploma or equivalent.
- Minimum of three (3) years of comprehensive experience in collections, with prior experience with an automated predictive dialer system to meet or exceed collections targets.
- Ability to multitask, stay organized, and prioritize tasks effectively to complete assigned duties in a timely, accurate manner.
- Possess persuasive negotiation skills and have the ability to effectively discuss and reach mutually beneficial agreements with customers.
- Experience in consumer lending/financial services with knowledge and understanding of relevant consumer protection provisions under federal and state law.
- Professional, customer-focused, and results-oriented attitude with the ability to effectively negotiate, problem-solve, think quickly, and react calmly under pressure or in demanding circumstances.
- Excellent interpersonal skills necessary to communicate professionally and effectively, verbally and in writing, with customers, vendors, third parties, and all levels of company staff.
- Ability to maintain confidentiality and handle sensitive information with discretion.
- Ability to work with minimal supervision and to independently determine tasks to complete on a daily basis.
Preferred Qualifications:
- Experience with CBS Academy or other call models.
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.
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.
Compensation: Hourly Rate (commensurate with experience)
Benefits: Mariner Finance offers comprehensive benefits to eligible employees, including:
- Health Insurance - Health Savings Account (HSA) with employer contributions if enrolled in a qualifying plan, Flexible Spending Account (FSA), and Dependent Care FSA
- Vision Insurance
- Company-paid Basic Life, Long-Term Disability, and AD&D Insurance
- Voluntary worksite benefits including Accident, Critical Illness, Hospital Indemnity, Short-Term Disability, Supplemental Life, and Supplemental AD&D Insurance
- 401(k) and Company Matching Contributions
- Paid Time Off - full-time employees may accrue a minimum of 120 hours per year
- 11 Paid Holidays
- FMLA
- Employee Assistance Program (EAP)
- Referral Incentives
- Education Assistance Program
- Complimentary FIMC Membership Plan
- Access to industry-specific training programs
- Certain roles may qualify for additional benefits such as Relocation Assistance, Debt Assistance, Cell Phone Reimbursement, and Travel/Auto Reimbursement.
Benefits provided are consistent with applicable state laws and Company policies. Eligibility may vary based on full-time or part-time status, location, or management level.
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.
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