Customer Service Representative (Bilingual)

About the Role

As an Assistant Store Manager (ASM), you’ll support our customers through real financial needs while gaining hands-on experience running a store. You’ll develop your leadership skills in real-time by driving account management, customer outreach, and risk management. It’s performance-driven, people-first, and packed with growth potential. If you’re ready to build your confidence, learn the business, and move up quickly with a company that invests in your future, this is your next step.

Pay

The hourly wage for this position is $19.70 per hour. This rate is part of a Total Compensation package that includes benefits and perks.

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 opportunities across eleven brands nationwide.
• Enrollment in a key holder program to establish and enhance leadership potential for promotion.
• Performance-based career advancement.
• Educational reimbursement program.
• Multiple medical insurance coverage choices, including telemedicine and medical spending account options (HSA/FSA).
• Traditional 401(k) and Roth 401(k) retirement plans with a generous company match program.
• Company-sponsored life and AD&D insurance.
• Voluntary benefits including dental, vision, short-term and long-term disability, supplemental life and AD&D insurance, accident, critical illness, hospital indemnity, ID theft protection, legal services, and pet insurance.
• Free access to mental health resources, life coaching, and more through the Employee Assistance Program.
• Exclusive discounts from nationwide and local retailers via the Discount Marketplace.
• Paid time off starting with 12 days in your first year, growing with tenure.
• Relaxed, business casual dress code including jeans and sneakers.

*Based on current benefit offerings, subject to change with or without notice. Certain benefits are subject to the terms and conditions of the governing plan documents.

Responsibilities

• Maximize customer success by offering financial services that fit their needs.
• Assess risk of financial transactions, evaluate and accurately process loan/pawn applications, check cashing transactions, and ancillary products.
• Complete daily call campaigns to market services, build new business, and nurture customer relationships to further brand recognition and loyalty.
• Oversee account management and recovery processes, including collection calls, while maintaining a focus on customer service to prevent loss and charge-off accounts.
• Maintain customer information in the point-of-sale (POS) system with accuracy and integrity.
• Provide support, coaching, and development to Customer Service Representatives to ensure adherence to quality standards and safety procedures.
• Perform duties outside of the office, including on-site vehicle appraisals, store errands, and external marketing.
• Meet company-set performance standards by leveraging business-to-business partnership opportunities, obtaining referrals, and participating in or hosting in-store and community events.
• Maintain office security protocols and conduct proper opening and closing procedures, including management of the vault and cash drawer.
• Ensure a work environment that upholds compliance with company policies, procedures, and local, state, and federal laws and regulations.
• Conduct store audits, create reports, and compile financial data to ensure compliance.
• Monitor and maintain internal and external store appearance and cleanliness, addressing basic facility needs and scheduling maintenance services.
• Work efficiently in a rapidly changing, fast-paced environment, handling multiple challenging 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.

**A full-time work schedule for this position includes, at a minimum, 40 hours per week. Store hours, schedules, and/or the minimum number of hours required may be subject to change.

Requirements

• High school diploma or equivalent.
• Minimum one year of experience in customer service, sales, or retail.
• At least 3 months of supervisory, key holder, or relevant leadership experience.
• Excellent verbal and written communication skills.
• Proficiency in using phones, POS systems, Microsoft Office, and other computer systems.
• Must be at least 18 years of age (19 in Alabama).
• Background check required, conducted in accordance with applicable law.
• Ability to meet the physical demands of the position, including remaining in a stationary position (standing up to 90% of the time), moving and transporting up to 25 pounds, moving inside and outside of the store, and operating mechanical controls such as a keyboard.

Preferred Qualifications

• Management experience in retail, convenience store, grocery, finance, service, or related industries.
• Experience in check cashing, document verification, or money order processing.
• Bilingual (English/Spanish) is 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).

About Us

The Community Choice Financial® Family of Brands ("CCF") is one of the largest consumer specialty finance organizations in the U.S., providing customers, team members, and communities the Power of Choice with over 10 brands represented in more than 1,500 brick-and-mortar stores serving 24 states and online product offerings in 20 states. CCF is committed to helping people access the short-term financial services they need.