Call Center Sales Representative

Mariner Finance•White Marsh, MD

13h

About The Position

In This Role, You Will: Support branch operations by learning critical functions of consumer finance and demonstrating proficiency by meeting established KPI targets and goals. Answer inquiries from and provide solutions to potential and current customers, such as taking a payment, re-directing a call to the closest branch, or taking a loan application. Communicate with customers mainly by phone, but may also communicate via e-mail, web chat, or social media. Be the ultimate customer satisfaction champion who is empowered to maintain Mariner’s exceptional customer satisfaction levels.

Requirements

High school diploma or equivalent.
Minimum of one (1) year of experience in a customer service or sales position.
Capable of utilizing and comprehending a call center telephone system, ensuring adherence to appropriate protocols.
Excellent interpersonal skills necessary to communicate professionally and effectively, verbally and in writing, with customers and all levels of company staff.
Proficiency in Microsoft Office Suite with the ability to learn financial services programs.
Passion for providing excellent customer service with a pleasant, professional, customer-focused attitude.
Ability to adapt and adjust communication approaches to connect with and understand the needs of wide-ranging personalities.
Strong problem-solving and skills and the ability to think quickly and react calmly under pressure or demanding circumstances.
Ability to multitask, stay organized, and prioritize tasks effectively to complete assigned duties/functions in a timely, accurate manner.

Nice To Haves

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

Responsibilities

Handle inbound customer calls; quickly analyze customer situations and provide the most appropriate solutions, ensuring customer satisfaction and respect for customers’ time.
When applicable, triage customers to appropriate branches. Convey the customer’s situation and, if needed, provide solutions for how to resolve.
Provide exceptional customer service by proactively solving problems and conducting productive sales discussions, yielding successful results.
Analyze and identify customers’ questions, needs, or desires in order to recommend the appropriate product or service.
Utilize company software systems to perform various transactions on accounts such as payment processing and loan application intakes and research customer inquiries to loan and application status.
Develop thorough understanding of available products to be able to present loan solutions and all available sales products based on the customer’s needs.
Analyze credit & financial information for current and potential customers. Process credit loan applications, including closing and funding loans in applicably licensed states.
Achieve consistent results by meeting or exceeding expected individual and team KPIs related to customer service goals and the sale of company products and services.
Effectively manage simultaneous interactions with customers. Communicate effectively and accurately, and conduct follow-ups in a timely manner.
Document incoming inquires as a resource for future reference.
Learn Federal, State, and Local Application Consumer laws to ensure compliant actions.
Collaborate with senior team members when necessary to address and resolve complex issues or customer complaints.
Collect and provide feedback to internal departments to help improve sales, marketing, and business processes as requested.
May perform additional functions depending on market demand and department staffing in order to provide consistent quality customer service.