Customer Relations Representative

Make Mariner Finance your next career move!

NOTE:

• Position hours are Monday-Friday 10:30am-7pm
• Must be local to White Marsh, MD and able to report to office 2-3 days per week (hybrid schedule)

Position: Customer Relations Representative

Hours of Work:
Full-time, Non-exempt
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.
Supervisory Responsibility: N/A

In This Role, You Will…
Handle general customer inquiries and complaints from branch network customers. You will monitor, track, and respond to all customer-related communications (phone calls, emails, online). Work closely with managers and other departments in resolving disputes regarding customer accounts.

Responsibilities and Essential Duties:

• Handle all complaints and disputes received directly from customers or through third parties including the Better Business Bureau (BBB), Consumer Financial Protection Bureau (CFPB), and other state and federal regulatory authorities.
• Monitor, document, and respond to customer inquiries and complaints originated by phone calls, email, or online.
• Manage and maintain the customer complaint log and ensure it is up to date for internal and external audits.
• Investigate customer disputes and reply accordingly; may require gathering information from specific branches and branch employees, reviewing customer and branch documentation, and facilitating changes to customer accounts or credit history.
• Work closely with members of the Servicing Systems department to determine validity of customer credit report disputes.
• Provide timely and accurate reports to management relating to customer complaints, disputes, and any other customer-relation issues or trends.
• Organize and maintain storage of customer disputes and complaint documents as required.
• Participate in special projects as assigned.
• May perform additional functions depending on market demand and staffing in order to provide consistent quality customer service.

Required Qualifications:

• Two (2+) years of experience in customer service or a related position.
• Ability to read and understand credit reports, account payment histories, account payment postings, and delinquency grading.
• Strong verbal and writing skills.
• Proficient in Microsoft Office, including Outlook, Excel, Word, and PowerPoint.
• Ability to work in a fast-paced environment.
• Strong organizational skills to include prioritization, multitasking, and attention to detail.

Preferred Qualifications:

• Bachelor’s degree or equivalent years of experience in related field.
• Knowledge of lending, collections, fairness, and ethics in consumer finance.
• Spanish/English fluency.

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 of without notice.
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Compensation: Hourly Rate (commensurate with experience)

Benefits: Health (optional HSA with Employer Contributions), Vision, Dental, Basic Life, PTO and 11 paid holidays, 401K + company match, Paid Parental Leave

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.

Mariner Finance, LLC | NMLS #166564