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Customer Assistance Manager (Collections)

Mariner Finance, LLC
Plano, TX
Customer Assistance Manager (Collections) Location Plano, TX : Hours of Work: Full-time, Exempt, On-Site Hours: Monday-Friday 12:00 PM - 9:00 PM 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. Supervisory Responsibility: Site leader for Customer Assistance (Collections) In This Role, You Will… Oversee a site of Collectors and Team Leads responsible for all aspects of the collection process. Work directly with the Vice President of Customer Assistance to achieve KPIs for collection activities, ensuring efficient and effective debt recovery while maintaining positive customer relationships. Provide on-going team training and mentorship to direct reports to ensure optimal performance 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 of the Collections site, ensuring timely and accurate processing of collection activity on active accounts.
  • Coordinate and manage daily work load by assigned branches and account assignment:
  • Take over Collector's calls to resolve issues and handle all escalated calls to satisfaction.
  • Set up daily call and email schedule for Collectors to follow.
  • Audit accounts and calls for training and coaching purposes.
  • Review past reporting and propose future collection capabilities on assigned topics.
  • Coordinate collection issues, priorities, requirements, topics, and concerns among Collectors as well as senior management.
  • Responsible for achieving all department KPI's:
  • Analyze assigned portfolios, determine trends and communicate results.
  • Process, prioritize, coordinate, and task collection requirements, and maintain metrics of activity relative to requirements.
  • Administer, facilitate, and lead continuous training in areas such as best practices in customer communication, negotiation techniques, 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 and update effective calendar and organization mechanisms to ensure compliance with all relevant laws.
  • Strictly comply with applicable federal, state and local laws and provisions regarding debt collection of states in which Mariner operates.
  • Expertly comprehend and execute all company policies and procedures, including updates, and ensure team acknowledges and applies related changes to policy and procedure.
  • Stay up to date on industry standards and changes in relevant and applicable regulations.
  • Collaborate with cross-functional teams, including risk management, legal, and operations, to address collections-related issues and opportunities. Participate in working groups, conferences, and meetings as required.
  • Responsible for managerial matters such as performance appraisals and goal setting, promotions, 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.
  • Eight (8) years of experience in the consumer lending/financial industry with a focus on collections or in a similar role.
  • Five (5) years' supervisory/team-lead experience, coordinating multiple responsibilities and managing operations activities in call center or consumer lending environment.
  • Advanced knowledge of consumer finance, collections, and relevant consumer protection provisions under federal and state law.
  • Proficiency with Microsoft Office, Word, Excel, PowerPoint.
  • Strong experience with collections management software, customer relationship management systems, and payment processing platforms.
  • Excellent interpersonal skills necessary to communicate effectively, verbally and in writing, with customers, third parties, and all levels of company staff.
  • Effective organization of calendars and schedules, and ability to meet strict deadlines.
  • Ability to work in a fast-paced environment; ability to multi-task, change direction, effectively prioritize, and meet deadlines with both local and remote staff.
  • Highly-motivated self-starter with strong work ethic, exceptional attention to detail, and ability to support multiple functions simultaneously.
Preferred Qualifications:
  • Bachelor's degree in Business Administration, Management, Finance, or related field.
  • CBS Academy Certification.
Physical Demands: While performing the duties of this job, the employee is frequently required to sit for extended periods; reach with hands and arms; and talk or hear. The employee is occasionally required to move about. The employee must occasionally lift and/or move up to twenty (20) pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus. This is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change or new ones may be assigned at any time or without notice. Compensation: Salary (commensurate with experience) + Bonus Benefits: Mariner Finance offers comprehensive benefits to eligible employees, including:
  • Health Insurance - Health Savings Account (HSA) with employer contributions if enrolled in a qualifying plan, Flexible Spending Account (FSA), and Dependent Care FSA
  • Vision Insurance
  • Dental Insurance
  • Company-paid Basic Life, Long-Term Disability, and AD&D Insurance
  • Voluntary worksite benefits including Accident, Critical Illness, Hospital Indemnity, Short-Term Disability, Supplemental Life, and Supplemental AD&D Insurance
  • 401(k) and Company Matching Contributions
  • Paid Time Off - full-time employees may accrue a minimum of 120 hours per year
  • 11 Paid Holidays
  • FMLA
  • Employee Assistance Program (EAP)
  • Paid Parental Leave
  • Referral Incentives
  • Education Assistance Program
  • Complimentary FIMC Membership Plan
  • Access to industry-specific training programs
  • Certain roles may qualify for additional benefits such as Relocation Assistance, Debt Assistance, Cell Phone Reimbursement, and Travel/Auto Reimbursement. Contact [email protected] for additional information.
Benefits provided are consistent with applicable state laws and Company policies. Eligibility may vary based on full-time or part-time status, location, or management level. For additional information, please visit: Mariner Finance is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, creed, sex, gender, gender identity or expression, marital status, age, religion, national origin, sexual orientation, familial or caregiver status, citizenship status, status as a victim of domestic violence, medical condition, genetic information, pregnancy, physical or mental disability, or status as a disabled or Vietnam era veteran. Employee must be able to perform the essential duties/functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential duties/functions of their job, absent undue hardship. Drug/Alcohol/Smoke-free workplace. Mariner Finance, LLC | NMLS #166564
Posted 2025-09-22

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