Contact Center Customer Support Representative

Job TitlePosition Summary:Duties include servicing inbound and outbound calls to assist customers in requesting loans, answering service and website questions, processing applications, assisting customers with repaying debt and assisting retail customers. Associates work individually as well as in a cooperative, team dynamic to achieve daily, weekly, and monthly goals. Success will be measured monthly by completion of specific production goals based upon key performance indicators (KPI). Individuals should work to create a timely, positive, respectful, friendly interaction among consumers, employees, and/or vendors. Position requires excellent and timely communication, self-motivated, accountable, reliable, and skilled individuals dedicated to delivering superior Customer Service and featured products and/or services.Responsibilities:Assist customers in completing online applicationsAssist customers in obtaining a loan (both retail and online)Assist customers in repaying debt on past due balancesOutbound contact customers to resolve early delinquency and assist in obtaining a new loanDevelop and maintain professional relationships with consumersOutbound contact consumers expressing interest is a short-term lending products and/or company servicesAssist customers in navigating the website and providing online assistance.Inform the consumer on products available and information required to applyFind solutions to customer concerns and resolve complaints or inquiriesValidate loan information for online loan applicationsComplete a local store match and refer customers to stores as neededEffective and timely communication with consumers and managementNavigate across multiple web-based systemsInbound and outbound call production (KPI)Record keeping and maintain production workflowReport and track production and goal progress to managementPersonally complies with governmental regulations and lawsSkills:Consumer Relations, Sales and Service OrientationActive ListeningWritten and Verbal CommunicationReading ComprehensionCritical Thinking and Decision MakingNegotiation and PersuasionTroubleshootingManagement of Personnel ResourcesSelf-Assessment and ManagementTime ManagementComputer LiteracyData Entry and Microsoft Office (Outlook, Internet Explorer, Word, Excel)Typing skills 30+ words per minuteEducation and Experience:High School Diploma, GED, or High School Equivalence CertificateCall Center and Customer Service and Sales Experience PreferredPhysical Requirements:The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this position, the employee is frequently required to sit and talk on the phone for long periods of time. The employee is occasionally required to maneuver Call Center and be able to reach with their hands and arms.