Customer Service Representative

About the role

As a Customer Service Representative (CSR), you’ll help people in your community access the financial solutions they need—right when they need it the most. You’ll play a pivotal role in our high-performance environment by building connections with our diverse customer base and processing transactions (i.e. check cashing, money transfers, and customer payments) while providing exceptional in-store experiences. Many of our senior leaders launched their careers in this dynamic entry level position, so rest assured you’ll be offered hands-on training, coaching, and development as we invest in your long-term success.

Pay

The hourly wage for the position is $15.00 per hour.

Benefits

• Paid on-the-job training and a comprehensive new hire program
• Access to a robust learning management system with e-learning modules for professional and personal development
• Cross-brand training enabling movement into opportunities across eleven brands nationwide
• Enrollment in a Key Holder Program designed to establish and enhance leadership potential for promotion
• Performance-based career advancement
• Educational Reimbursement Program
• Multiple medical insurance coverage choices, all including telemedicine and medical spending account options (HSA/FSA)
• Traditional 401(k) and Roth 401(k) retirement plan with generous company match
• Company-sponsored Life and AD&D Insurance
• Basic and Enhanced Voluntary benefits: dental, vision, short-term and long-term disability, supplemental life and AD&D, accident, critical illness, hospital indemnity, ID theft protection, legal services, and pet insurance
• Free access to mental health resources, life coaching, and more for you and family members through Employee Assistance Program
• Free access to exclusive discounts from nationwide and local retailers through Discount Marketplace
• Paid time off starting at 12 days in first year, growing with tenure
• Relaxed, business casual dress code including jeans and sneakers

Responsibilities

• Connect with customers to cultivate lasting relationships that drive repeat business
• Review, validate, and process customer transactions with accuracy
• Maximize customer success by offering personalized financial services that fit their lifestyle
• Enter and maintain customer information with precision and integrity into a Point of Sale (POS) system
• Build new business by completing daily call campaigns
• Assist in customer account management and collections by accepting payments and managing customer appointments
• Perform duties outside the office where applicable, including on-site vehicle appraisals, store errands, and external marketing
• Participate in in-store and community events
• Maintain internal and external store appearance and meet cleanliness standards to enhance customer experience
• Maintain office security protocols and conduct proper opening and closing procedures, including management of vault and cash drawer as needed
• Uphold compliance with company policies and procedures, and all relevant local, state, and federal laws and regulations
• Engage in ongoing training and stay current on product and process changes
• Work efficiently in a dynamic, fast-paced environment and effectively navigate multiple tasks to meet individual and team performance standards
• Conduct additional tasks as directed by leadership
• Maintain a full-time work schedule with regular, in-person attendance, including weekends (minimum 40 hours per week; store hours and schedules subject to change by brand at company discretion)

Requirements

• High school diploma or equivalent
• Excellent verbal and written communication skills, plus professional demeanor with customers and colleagues
• Meticulous attention to detail and ability to accurately enter data
• Proficiency in using phones, POS system, Microsoft Office, and other computer systems
• Must be at least 18 years of age (19 in Alabama)
• Background check required (conducted and considered in accordance with applicable law)
• Ability to meet physical demands: frequently remaining in a stationary position including standing up to 90% of the time; moving and transporting up to 25 pounds; moving inside and outside the store; operating mechanical controls such as a keyboard

Preferred qualifications

• Experience in check cashing, document verification, and/or money order processing
• Prior cash handling, cash drawer/vault management experience
• Bilingual (English/Spanish) — a plus and may be required for certain locations
• Valid driver's license, auto insurance, and personal vehicle for use throughout the workday (mileage compensated)