Collections Specialist II (12:00pm-9:00pm Shift)

Mariner Finance•Plano, TX

17h•Onsite

About The Position

The Collections Specialist II works on Mariner Finance’s Customer Assistance team, collecting past-due balances and offering solutions to address customers’ challenges. The role uses collections knowledge to build customer relationships and achieve successful outcomes for both the company and customers. It requires attention to detail, excellent communication, and a persistent approach to problem-solving. The position is onsite and is listed with a 12:00 p.m.–9:00 p.m. shift. Workdays are Monday through Friday; work hours depend on the business hours of the time zone served, and the company may change the schedule to meet business needs, to the extent permitted by law. The employee must perform the position’s essential duties satisfactorily. Reasonable accommodations will be made for employees with disabilities upon request, absent undue hardship. The job description is not exhaustive, and duties or responsibilities may change or be assigned without notice.

Requirements

High school diploma or equivalent.
At least three years of comprehensive collections experience, including prior experience with an automated predictive dialer system to meet or exceed collection targets.
Experience using Microsoft Office programs, including Microsoft Outlook.
Ability to multitask, stay organized, prioritize tasks, and complete assigned duties accurately and on time.
Persuasive negotiation skills and the ability to discuss and reach mutually beneficial agreements with customers.
Experience in consumer lending or financial services, with knowledge and understanding of relevant federal and state consumer-protection provisions.
Professional, customer-focused, and results-oriented approach, with the ability to negotiate, solve problems, think quickly, and react calmly under pressure or in demanding circumstances.
Excellent interpersonal skills and the ability to communicate professionally and effectively, verbally and in writing, with customers, vendors, third parties, and all levels of company staff.
Ability to maintain confidentiality and handle sensitive information with discretion.
Ability to work with minimal supervision and independently determine daily tasks.
Ability to sit for extended periods; reach with hands and arms; and talk or hear frequently.
Ability to move about occasionally and occasionally lift and/or move up to 20 pounds.
Close vision and the ability to adjust focus.

Nice To Haves

Experience with CBS Academy or other call models.

Responsibilities

Work assigned branch accounts and call customers with past-due balances to arrange or take loan payments.
Use developed collection techniques to handle challenging, complex, or high-value accounts.
Listen to customers, understand and assess their situations, consider their past and current relationship with Mariner, and professionally discuss repayment options to reach mutually beneficial agreements.
Address customer concerns and questions professionally and courteously.
Maintain thorough and accurate documentation of collection activities, update customer account information, and process payments in accordance with company policies and procedures.
Perform administrative functions for assigned accounts, such as recording address changes or updating contact information.
Comply with applicable federal, state, and local debt-collection laws and provisions in the states where Mariner operates.
Follow company collection policies and procedures, stay informed of policy updates, and promptly implement applicable changes.
Perform additional functions as needed based on market demand and staffing to provide consistent quality customer service.