Store Manager

Store Manager

This position involves overseeing the day-to-day operation of the assigned store. It is the Store Manager's responsibility to ensure that the store operates smoothly, that excellent service is provided to all customers and all transactions and reports are completed 100% accurately. Proactively seek and explore all avenues for store growth while following company guidelines. The Store Manager must ensure that the overall store's performance consistently meets company expectations. The Store Manager works with the Assistant Manager and/or Loan Processors as they assist clients by meeting their short-term financial needs. The Store Manager may assist the Assistant Manager and/or Loan Processors as he/she works at each stage of the loan process including reviewing the application with the prospect, analyzing the information provided on the application, and making the decision whether or not to extend credit. Once the prospect becomes a client of Dollar Loan Center, continued contact with the client can be expected through taking weekly payments, answering any questions that arise, and collecting on any loans that have become past-due. The Store Manager is expected to maintain clear and constant communication with the Assistant Manager, Loan Processors and Regional Manager.

Managerial Responsibilities: Responsible for and proactively managing the efficient day-to-day operation and overall performance of assigned store. Work closely with the Assistant Manager and/or Loan Processors to ensure all assigned duties are being completed as specified and in a timely manner. Run Daily Recap at beginning of business day and at closing, ensuring that all figures are accurate, funds are transferred properly, and drawers are balanced. Ensure all bank transactions are correct. Follow regional/national guidelines on making bank transactions. Complete and submit Check Request Forms no later than the 20th of each month. Ensure the assigned store is appropriately equipped with office supplies and marketing supplies. Handle/resolve problems that have elevated beyond Assistant Manager and/or Loan Processor level and determine if Regional Manager notification/intervention is required. Assist Regional Manager with employee training. Ensure banking license is displayed prominently in stores. Ensure employee logins/logouts to automated payroll system provide an accurate account of hours worked. Understand and proactively manage financials for assigned store. Ensure helpdesk tickets are submitted in a timely manner for assigned store.

Customer Service Responsibilities: Present a friendly and enthusiastic environment to every person who contacts Dollar Loan Center either by phone or in person, promptly responding to all customers' needs. Greet all prospects and customers by smiling, standing up, and asking how we may help them. Explain the features and benefits of Dollar Loan Center's programs versus the programs of other loan companies. Provide responses to prospects and customers' questions that are consistent with Dollar Loan Center's expectations. Check the loans pending queue for unprocessed applications at least every 15 minutes. Consistently use professional, non-offensive language when interacting with customers and co-workers. Consistently ask for customer service reviews.

Loan Analysis: Analyze each loan application for complete and accurate data and clarify any questionable information with the prospect before processing the loan. Verify information and process loan application within 15 minutes of receipt of customer's information. Understand and follow underwriting guidelines. Include appropriate people in decision-making. Provide thorough and effective contract explanation on every loan.

Sales: Look for ways to approve rather than deny applicants. Remind customers of credit limits in person or over the phone and present options for credit limit increases. Maintain updated solicitation information in all customer accounts. Understand and be able to clearly explain the DLC Advantage and DLC Challenge. Consistently ask for referral business. Place marketing calls to customers on a daily basis. Ensure that customers with a "Requested Loan Amount" follow up are contacted within minutes and inform of outcome.

Collections: Make timely, consistent and effective collection calls on all past-due accounts. Calls are on a professional and courteous level. Know and follow all applicable Dollar Loan Center collection guidelines. On every collection call, enter clear, concise collection notes, including correct promise dates, into the system. Review delinquent accounts and make decision when to submit accounts to Regional Manager for charge-off. Maintain at least minimum Dollar Loan Center standard for collection percentage.

Technical Skills: Complete opening and closing procedures at assigned store and ensure there are adequately trained personnel to do so in Store Manager's absence. Correctly calculate customer payments, and be able to answer questions about due dates, principal, interest, back interest, late charges, etc. Accurately count money and make change. Ensure loan funds are disbursed accurately. Enter all information into the computer in a consistent and accurate manner. Ensure all payment/loan drawers are balanced in required time frames, have adequate change & bills, and balances of $1,000 or less. Ensure change boxes and petty cash are balanced weekly. Ensure voicemail is checked every morning. Reverse incorrectly posted payments. Check e-mail at least once every two hours.

General/Other: Maintain customer confidentiality and privacy. Manage time effectively and perform job duties with little or no supervision. Maintain satisfactory attendance record. Strive to work harmoniously with co-workers. Accept suggestions for ways to enhance performance and understand its positive intent. Keep the entire office space clean and organized at all times. Ensure an adequate supply of office supplies. Abide by Dollar Loan Center dress code. Limit non-work-related phone calls, personal visits, and on-line correspondence to scheduled break periods only. Consistently exhibit a higher standard of Core Values of Dollar Loan Center. Establish and maintain relationships with local businesses for potential partnerships. Maintain compliance with DLC policies and procedures. Manage confidential information. The ability to meet attendance schedule with dependability and consistency. Other duties may be assigned at the discretion of Management that are related to the fundamental aspects of the position.

Requirements for Education and/or Experience: High school diploma or equivalent. Minimum two years previous customer service experience. Computer literacy. Excellent communication skills. Previous experience in areas such as lending, cash handling, and collections. English/Spanish bi-lingual a plus. Previous managerial experience a plus. Available to work all regular office hours and overtime when necessary. Hard-working and dedicated to the goals of Dollar Loan Center. Familiar with basic office equipment. Have reliable transportation. Travel and cover other office locations to fulfill company needs. Satisfactorily pass a background check. Abilities: Requires the ability to gather and analyze facts, to devise solutions to problems, to prepare clear and concise reports, follow instructions, attention to details and to perform with a high level of accuracy, completeness, and legal compliance. Ability to work in a team environment; work effectively with others, provide effective client service and public relations, display strong interpersonal and communication skills, both verbally and in writing, organize, prioritize, research, and plan. Ability to correctly interpret, explain and apply policies and procedures, understand, and follow oral and written instructions, ability to communicate clearly and concisely, both orally and in writing. Ability to establish and maintain cooperative working relationships with those contacted in the course of work; ability to interact with a variety of individuals from socio-economic, ethnic, and cultural backgrounds in sensitive or difficult situations. Requires repetitive movement, sitting, writing letters and memos, face-to-face discussions with individuals or teams, use of electronic mail, telephone conversations, contact with others (face-to-face, by telephone, or otherwise). Requires repeating the same physical activities or mental activities over and over; requires being exact or highly accurate, requires meeting strict deadlines. Requires work with external providers, customers or the public, work with others in a group or team, coordinating or leading others in accomplishing work activities. May at times require travel to multiple sites and locations.