Call Center Sales Representative

Mariner Finance•Nottingham, MD

1d•Onsite

About The Position

The Call Center Sales Representative supports branch operations by learning consumer finance functions, meeting established KPI targets, and helping current and prospective customers find appropriate solutions. The role handles customer inquiries primarily by phone, with additional communication through email, web chat, or social media. Interactions may include processing payments, routing customers to branches, taking loan applications, researching application or loan status, and presenting loan solutions and other products based on customers’ needs. The representative is expected to provide exceptional service, maintain customer satisfaction, and meet individual and team goals for service and sales.

Requirements

High school diploma or equivalent.
At least one year of experience in a customer service or sales position.
Ability to use and understand a call center telephone system and follow appropriate protocols.
Excellent interpersonal skills and the ability to communicate professionally and effectively, verbally and in writing, with customers and all levels of company staff.
Proficiency in Microsoft Office Suite and ability to learn financial services programs.
Customer-focused attitude and passion for providing excellent service.
Ability to adjust communication approaches to connect with people with a wide range of personalities and understand their needs.
Strong problem-solving skills and ability to think quickly and remain calm under pressure or demanding circumstances.
Ability to multitask, stay organized, prioritize tasks, and complete duties accurately and on time.

Nice To Haves

Bachelor’s degree in Business Administration, Management, Finance, or a related field.

Responsibilities

Handle inbound customer calls, assess customer situations, and provide suitable solutions while respecting customers’ time.
Route customers to appropriate branches when applicable and convey relevant information about their situations and potential resolutions.
Proactively solve problems and conduct productive sales discussions to achieve successful results.
Identify customers’ questions, needs, and preferences and recommend appropriate products or services.
Use company software to process account transactions, including payments and loan application intakes, and research loan and application status inquiries.
Develop a thorough understanding of available products and present suitable loan solutions and sales products.
Analyze credit and financial information for current and prospective customers.
Process credit loan applications, including closing and funding loans in states where applicable licensing is held.
Meet or exceed individual and team KPIs for customer service and sales of company products and services.
Manage simultaneous customer interactions effectively.
Communicate accurately and effectively and complete timely follow-ups.
Document incoming inquiries for future reference.
Learn applicable federal, state, and local consumer application laws and ensure compliant actions.
Collaborate with senior team members to resolve complex issues or customer complaints when needed.
Provide feedback to internal departments to support improvements to sales, marketing, and business processes as requested.
Perform additional functions as needed to maintain consistent customer service based on market demand and department staffing.