Call Center Sales Representative

Mariner Finance•Nottingham, MD

1d•$18 - $23•Onsite

About The Position

The Call Center Sales Representative supports branch operations by learning key consumer finance functions and meeting established KPI targets. The representative responds to current and prospective customers, primarily by phone and sometimes by email, web chat, or social media, providing solutions such as processing payments, directing callers to branches, and taking loan applications. The role focuses on maintaining high customer satisfaction, understanding customers’ needs, and presenting suitable loan and other product options. The representative uses company software to process account transactions and applications, research customer inquiries, analyze credit and financial information, and, in appropriately licensed states, close and fund loans. The role also requires accurate documentation, timely follow-up, compliance with consumer laws, and collaboration with senior team members and internal departments. Additional functions may be assigned based on market demand and staffing needs. This is a full-time, 40-hour-per-week position. Work is scheduled Monday through Friday between 8:00 a.m. and 8:00 p.m., depending on the business hours of the time zone served. Saturday work is required seasonally and as business needs require. The company may change the schedule at its discretion to address business needs.

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 employees at all levels.
Proficiency in Microsoft Office Suite and ability to learn financial services programs.
Customer-focused attitude and passion for providing excellent customer service.
Ability to adapt 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 appropriate solutions while respecting customers’ time and ensuring satisfaction.
Direct customers to the appropriate branches when applicable, conveying the situation and possible solutions.
Provide exceptional customer service by proactively resolving problems and conducting productive sales discussions.
Identify customers’ questions, needs, and preferences and recommend appropriate products or services.
Use company software to process account transactions, including payments and loan applications, and research loan and application status inquiries.
Develop a thorough understanding of available products and present loan solutions and sales products suited to customer needs.
Analyze credit and financial information for current and prospective customers; process credit applications and close and fund loans in appropriately licensed states.
Meet or exceed individual and team KPIs relating to customer service and sales.
Manage simultaneous customer interactions, communicate accurately and effectively, and complete timely follow-ups.
Document incoming inquiries for future reference.
Learn and comply with applicable federal, state, and local consumer application laws.
Collaborate with senior team members to address complex issues or customer complaints.
Provide feedback to internal departments to help improve sales, marketing, and business processes when requested.
Perform additional functions as needed to maintain consistent customer service.