Collections Specialist II (12:00pm-9:00pm Shift)

Base Salary Range

Join Mariner Finance!

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: https://www.marinerfinance.com/careers/benefits/ 

Job Details

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 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.
• Experience utilizing Microsoft Office suite programs, including Microsoft Outlook.
• 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 mutual 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.

Hours of Work:

Monday through Friday.

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.

EEO:

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.

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