Branch Assist Manager

Mariner Finance•White Marsh, MD

About The Position

Branch Assist Manager Supervisory ResponsibilitiesBranch Enablement Representatives FLSA StatusExempt Schedule: 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. In This Role, You Will: Oversee a team of representatives responsible for supporting operations in assisting potential and current customers. Work directly with senior leadership to achieve KPIs and enhance operational effectiveness. Provide on-going team training and mentorship to direct reports to ensure optimal performance and drive achievement of department goals. Lead by example with strong leadership skills, a deep understanding of consumer lending regulations, and a commitment to excellence in customer service. Responsibilities and Essential Duties: Direct and oversee the day-to-day operations of a team of representatives, ensuring customer satisfaction and operational efficiency. Coordinate and manage daily work load: Obtain and compile 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. Coordinate customer service issues, priorities, requirements, topics, and concerns among Branch Enablement Representatives as well as senior management. Responsible for achieving all department KPI’s: Analyze assigned portfolios, determine trends and communicate results. Process, prioritize, coordinate, and task customer engagement requirements, and maintain metrics of activity relative to requirements. 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. Review and analyze the performance of various procedures within the department and make recommendations for process improvement. Lead implementation of determined solutions. Maintain and update effective calendar and 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. Stay up to date on industry standards and changes in relevant and applicable regulations. Collaborate with cross-functional teams, including risk management, legal, and operations, to address customer service-related issues and opportunities. Participate in working groups, conferences, and meetings as required. 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. May perform additional functions depending on market demand and staffing in order to provide consistent quality customer service.

Requirements

High School diploma or equivalent.
Five (5) years of experience in the consumer lending/financial industry in branch operations or in a similar role.
Three (3) years of supervisory/team-lead experience coordinating multiple responsibilities and managing operations activities in call center or consumer lending environment.
Advanced knowledge of consumer finance and relevant consumer protection provisions under federal and state law.
Proficient in Microsoft Office programs, including Microsoft Outlook.
Experience with financial services software, customer relationship management systems, and electronic documentation systems.
Excellent interpersonal skills necessary to communicate effectively, verbally and in writing, with customers, third parties, and all levels of company staff.
Effective organization of calendars and schedules, and ability to meet strict deadlines.
Ability to work in a fast-paced environment; ability to multi-task, change direction, effectively prioritize, and meet deadlines with both local and remote staff.
Highly-motivated self-starter with strong work ethic, exceptional attention to detail, and ability to support multiple functions simultaneously.

Responsibilities

Direct and oversee the day-to-day operations of a team of representatives, ensuring customer satisfaction and operational efficiency.
Coordinate and manage daily work load: Obtain and compile 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. Coordinate customer service issues, priorities, requirements, topics, and concerns among Branch Enablement Representatives as well as senior management.
Responsible for achieving all department KPI’s: Analyze assigned portfolios, determine trends and communicate results. Process, prioritize, coordinate, and task customer engagement requirements, and maintain metrics of activity relative to requirements.
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.
Review and analyze the performance of various procedures within the department and make recommendations for process improvement. Lead implementation of determined solutions.
Maintain and update effective calendar and 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.
Stay up to date on industry standards and changes in relevant and applicable regulations.
Collaborate with cross-functional teams, including risk management, legal, and operations, to address customer service-related issues and opportunities. Participate in working groups, conferences, and meetings as required.
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.
May perform additional functions depending on market demand and staffing in order to provide consistent quality customer service.