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.

In this role, you will...

Be responsible for processing incoming direct auto applications on a timely basis for review by underwriters, ensuring accuracy and compliance with company policies. Support the funding and verification process of the contracts received. Work closely with underwriters, dealers, and customers to resolve any issues or discrepancies related to loan applications or contracts.

Responsibilities and Duties:

• Proactively and accurately process direct auto applications. Analyze credit & financial information for current and potential customers.
• Notify underwriters and manager on duty of pending applications for review.
• Review pending applications on periodic basis to verify they have been underwritten and either approved or denied.
• Contact Sales Finance dealers with answers on credit applications.
• Maintain accurate and complete records on applications processed and funded.
• Work with underwriters to provide verifications of employment and residence.
• Process approved loans and set up loan closing appointments with customers.
• Answer incoming telephone calls and respond to customers’ questions, ensuring that clients are given superior customer service.
• Provide service to internal and external customers as needed regarding policy, procedure, and exceptions with excellent timeliness, courtesy, and professionalism.
• Achieve consistent results by meeting or exceeding expected individual and department goals.
• Strictly comply with applicable federal, state, and local laws and provisions of states in which Mariner operates.
• Follow policies and procedures of the company. Stay informed of updates to company policy and promptly implement applicable changes.
• May perform additional functions depending on demand and staffing in order to provide consistent quality customer service.

Required Qualifications:

• Minimum of one (1) year of experience in a customer service or sales position.
• High school diploma or equivalent.
• Proficiency in Microsoft Office Suite with the ability to learn financial services programs.
• Excellent interpersonal skills necessary to communicate professionally and effectively, verbally and in writing, with customers, vendors, third parties, and all levels of company staff.
• Professional, customer-focused attitude with the ability to effectively problem-solve, think quickly, and react calmly under pressure.
• Ability to maintain confidentiality and handle sensitive information with discretion.
• Ability to multitask, stay organized, and prioritize tasks effectively to complete assigned duties/functions in a timely, accurate manner.
• Ability to pay close attention to detail with a high degree of accuracy.
• Ability to be flexible and pivot among responsibilities while maintaining high-quality work.

Hours of Work:

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.

Evening, weekend, and holiday hours required seasonally and as business needs require.

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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