Customer Service Representative

Job Description :

General Function / Summary :

As a financial services leader, we strive to make a difference in our customers’ lives & the communities we serve. Our Assistant Store Managers are a front-line brand ambassador representing Check N Go, Allied Cash Advance, or Cash Store, all part of the CNG Holdings, Inc.

family of companies. Our Assistant Store Managers embody the company’s identity in behavior, values, and ethics in support of our mission.

The Assistant Store Manager is responsible forensuring outstanding customer service and regulatory excellence.

Essential Duties :

Serve and educate customers on the product portfolio by presenting all options for products and / or services to customers that meet their needs.

Escalate issues to the store manager,District Director of Operations (DDO), and corporate office if unable to resolve the issue directly with the customer.

Answer telephone inquiries in response to general questions, customer applications, requests, or other issues.

Performoutbound customer sales, courtesy, and collection calls in accordance with federal regulations, store operating procedures, and district or region volume expectations.

Respond professionally and accurately to customers, explaining possible solutions and ensure the customer feels supported and valued.

Interact with customers, using active listening skills, to confirm or clarify information and diffuse customer complaints.

Handle and count currency, cash, and coins to include managing a cash drawer, counting cash deposits, moving cash from secure safe to cash drawer, and other cash handling requirements;

may be responsible for bank deposits or bank pick-ups.

Balance individual batch receipts with store sales reports at end of day and assist with resolving over / short discrepancies.

Perform customer verifications to validate information presented.

Process all transactions accurately and per company policy, including but not limited to loans, check cashing, and Net Spend.

Comply with federal and state regulations and Company policies and procedures.

Complete compliance trainings and quarterly I Agree timely.

Other duties as assigned.

Minimum Education and Experience Required :

High school diploma, GED, or equivalent experience

1+ year(s) of experience with sales, customer service, and / or cash handling preferred

Strong customer service, active listening, and verbal and written communication skills

Proficient in Microsoft Office programs

Ability to multitask, prioritize, and work in an autonomous environment

Must have own personal reliable transportation in compliance with published policy and procedure, this may not include public transportation, transportation from family or friends, must maintain a valid Driver’s License and valid Automobile Insurance while employed by the company

Ability and willingness to consistently live and embrace our core values of accountable, inclusive, transparent, and focused

Physical Demands :

Call center / retail / office environment

Extensive cash handling

Extended phone usage

Long periods of standing

Extended viewing of computer screens and typing

Must be able to lift up to 50lbs, with or without reasonable accommodations

Travel / Attendance :

Must be able to travel to all stores within the assigned district with personal vehicle

May be asked to travel to neighboring districts

May require overnight travel

Must work assigned shifts as scheduled