Customer Service & Online Support Manager

Manager - Customer Service & Online Support


Supervisory Responsibilities Online Support Processors FLSA Status Exempt


Schedule:
Monday through Friday: 12:00 PM-9:00 PM, On-Site

To the extent permitted by law, the Company may, in its sole discretion, change the work schedule to address business needs. Work hours will depend on the business hours of the time zone serviced.


In This Role, You Will:
Oversee a team of processors responsible for providing prompt responses to customer inquiries regarding online loans, their verification via phone, email, and chat, loan servicing, customer technical support, and loan servicing. Ensure timely and accurate processing, review, and verification of online loans with consideration for possible fraudulent activity to mitigate company risk. Be responsible for the administration and profitability of the business generated by our online loan system. Work directly with senior leadership to achieve KPIs and enhance operational effectiveness. Provide on-going team training and mentorship to direct reports to ensure optimal performance, sound credit risk practices, and drive achievement of department goals. Lead by example with strong leadership skills, a deep understanding of consumer lending regulations, and a commitment to excellence in customer service.


Responsibilities and Essential Duties:
• Direct and oversee the day-to-day operations a team of representatives, ensuring customer satisfaction and operational efficiency through prompt responses to customer inquiries regarding online loans and their verification via phone, email, and chat.
• Coordinate and manage daily work load:
◦ Take over representative’s calls to resolve issues and handle all escalated calls to satisfaction.
◦ Audit accounts and calls for training and coaching purposes.
◦ Review reporting and propose future service and support enhancement capabilities in department.
◦ Coordinate service and support issues, priorities, requirements, topics, and concerns among direct reports. Communicate all findings in a timely manner to direct supervisor.

• Responsible for achieving all department KPI’s:
◦ Analyze assigned portfolios, determine trends and communicate results.
◦ Process, prioritize, coordinate, and task service and support requirements, and maintain metrics of activity relative to requirements.

• Administer, facilitate, and lead continuous training in areas such as best practices in customer communication, compliance requirements, and systems applications. Identify training needs from team feedback and performance for ongoing skill development.
• Review and analyze the performance of various procedures within the department and make recommendations for process improvement. Lead implementation of determined solutions.
• Maintain effective organization mechanisms to ensure compliance with all relevant laws.
• Strictly comply with applicable federal, state and local laws and provisions of states in which Mariner operates.
• Expertly comprehend and execute all company policies and procedures, including updates, and ensure team acknowledges and applies applicable changes to policy and procedure.
• Ensure adherence to all regulations, internal processes, procedures, and company policies.

• Stay up to date on industry standards and changes in relevant and applicable regulations.
• Collaborate with cross-functional teams to address online support, loan servicing, and tech-support related issues and opportunities. Participate in working groups, conferences, and meetings as required.
• Responsible for managerial matters such as performance reviews and goal setting, promotion and salary recommendations, and terminations in accordance with the company hiring process, personnel policies, and budget requirements.
• Promote the professional growth and development of team members by sharing knowledge, mentoring, and providing consistent, actionable feedback.
• Execute implementation of short- and long-term goals and plans which support the current and future needs of the business.
• Foster a collaborative and results-oriented work environment, promoting teamwork and accountability.
• May perform additional functions depending on market demand and staffing in order to provide consistent quality customer service.


Required Qualifications:
• High School diploma or equivalent.
• Five (5) years of experience in the consumer lending/financial industry with a focus on customer service or in a similar role.
• Two (2) years of supervisory/team-lead experience coordinating multiple responsibilities and managing operations activities in call center or consumer lending environment.
• Strong knowledge of lending