Customer Service Manager

Job Details

In this role, you will...

Responsibilities

• 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.
• Cook up and gather 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.
• Cook up and manage daily work load: Coordinate and manage daily work load.
• 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 professional growth and development of team members by sharing knowledge, mentoring, and providing consistent, actionable feedback.
• Execute implementation of short- and long-term goals and plans which support the current and future needs of the business.
• Foster a collaborative and results-oriented work environment, promoting teamwork and accountability.
• Stay up to date on industry standards and changes in relevant and applicable regulations.
• Ensure adherence to all regulations, internal processes, procedures, and company policies.
• May perform additional functions depending on market demand and staffing in order to provide consistent quality customer service.

Required Qualifications

• A high school diploma or GED, and a bachelor’s degree or equivalent combination of education and related experience.
• Minimum of four (4) years of progressive experience, including: Three (3) years of experience in the consumer lending or financial industry in customer service, online support, or in a similar role.
• Demonstrated progressive leadership experience with the ability to lead daily operations, manage team workloads, and ensure service levels and quality standards are consistently achieved.
• Strong knowledge of consumer lending, servicing operations, regulatory requirements, and fair lending practices, with the ability to interpret and apply guidance across varying scenarios.
• Demonstrated ability to ensure adherence to established policies, procedures, and guidelines while driving consistency and accountability across the team.
• Experience handling escalated or complex customer issues and providing resolution while balancing customer satisfaction, compliance, and business needs.
• Strong working knowledge of applicable federal, state, and local laws, with the ability to ensure team compliance with all regulatory and company requirements.
• Ability to evaluate existing processes, identify gaps or risks, and lead implementation of process improvements.
• Ability to coach, mentor, and develop team members, including delivering feedback, facilitating training, and supporting ongoing professional growth.
• Excellent interpersonal skills necessary to communicate professionally and effectively, verbally and in writing, with customers, vendors, third parties, and all levels of company staff, including senior leadership.
• Proficiency in Microsoft Office Suite and financial services programs.
• Ability to foster a results-driven team environment that promotes high-quality service and positive customer outcomes.
• Strong problem-solving skills and the ability to make sound decisions in a fast-paced, high-pressure environment.
• Ability to maintain confidentiality and handle sensitive information with discretion.
• Ability to manage multiple priorities, delegate effectively, and maintain organization across competing demands.

Benefits

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