Consumer Loan Sales Representative - Call Center

Mariner Finance•Plano, TX

1d•$18 - $23•Onsite

About The Position

The Consumer Loan Sales Representative supports branch operations by learning consumer finance functions and meeting established key performance indicators (KPIs). The role answers inquiries from current and potential customers and provides solutions, including taking payments, directing calls to branches, and taking loan applications. Customer communication is primarily by phone, with possible email, web chat, and social media interactions. The representative is expected to help maintain Mariner Finance’s customer satisfaction standards. The role uses company software to process account transactions, research loan and application status, and intake and process credit applications. It also involves analyzing customer credit and financial information, presenting suitable loan products, and closing and funding loans in states where appropriately licensed. The representative works toward individual and team service and sales goals, documents inquiries, follows applicable consumer laws, and collaborates with senior team members on complex issues. Additional functions may be assigned according to market demand and staffing.

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 company staff.
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.
Ability to multitask, stay organized, and prioritize tasks to 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.
Direct customers to appropriate branches when applicable and communicate relevant details and possible resolutions.
Provide customer service by solving problems and conducting productive sales discussions.
Identify customers’ questions, needs, or desires and recommend appropriate products or services.
Use company software to process account transactions, including payments and loan application intake, and research loan and application status inquiries.
Develop knowledge of available products and present loan solutions and sales products suited to customers’ needs.
Analyze credit and financial information for current and potential customers.
Process credit loan applications, including closing and funding loans in applicable licensed states.
Meet or exceed individual and team KPIs related to customer service and sales.
Manage simultaneous customer interactions, communicate accurately, and complete follow-ups in a timely manner.
Document incoming inquiries for future reference.
Learn and follow 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 as requested.
Perform additional functions as needed to provide consistent customer service.