Collections Specialist II (1200pm-900pm Shift)

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 customers situation; evaluate the customers 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 collections 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 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 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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