Customer Service Representative (CSR)

Customer Service Representative (CSR)

Essential Duties & Responsibilities

To perform this position successfully, an individual must be able to perform each essential duty and responsibility satisfactorily.

• Greet customers, whether in person or by telephone, ascertain the customer's needs, and refer them to the appropriate person within the branch who can handle their needs.
• Apply customer payments and payoffs for both walk-in customers and those who pay by mail.
• Operate cash drawer using FFC cash security procedures.
• Balance cash drawer and complete deposits on a daily basis.
• Solicit walk-in customers.
• Take and process a quality application.
• Enter new and renewal loans into system and print loan documents.
• Handle incoming and outgoing correspondence.
• Assist in general office filing.
• Assist with keeping the office neat and presentable at all times.
• Process and mail credit denials.
• Learn and adhere to all policies in the FFC Operations Manual, as well as all governing local, state and federal regulations and laws.
• Telephone delinquent accounts that are less than 30 days past due.
• File all recording documents on loans with the appropriate municipal agency.
• Process end-of-month insurance report and remittance.
• Maintain and follow up on collateral protection insurance.
• Follow-up and process A&H and death insurance claims.
• Close direct loans at the Manager's request.
• Perform other related duties as assigned.

Qualifications

• Provide excellent customer service while exhibiting dedication to First Financial Credit's mission, vision, and values.
• Ability to accurately count change back to a customer in both paper and coin format.
• Ability to promote and sell loan products and meet or exceed branch goals.
• Proficient in the use of Microsoft Office products and information systems that are applicable to the financial credit environment.
• Ability to deal effectively and tactfully with customers even in stressful situations.
• Ability to work with a team and members of other departments.
• Ability to work with little direct supervision in carrying out the tasks and responsibilities assigned.
• Strong attention to detail.
• Ability to handle sensitive documents or other confidential information.
• Ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).
• Ability to give full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Ability to manage time and be efficient and effective in the completion of assignments.
• Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar including the ability to comprehend written sentences and paragraphs in work related documents.
• Ability to manage time and be efficient and effective in the completion of assignments.
• Knowledge of arithmetic and their applications specific to the position.

Physical Demands and Abilities

• Ability to look at a computer screen for long periods of time.
• Ability to sit for long periods of time. An example would include sitting at a desk to complete and review loan applications.
• Ability to stand at a counter to assist a customer, stoop or bend to pick up an object or retrieve a file from a filing cabinet, or lift and carry an object which may weigh up to 15 pounds.
• Ability to demonstrate manual dexterity through typing on a keyboard, sorting through paperwork, reaching and grabbing objects and filing.
• Ability to listen to and understand information and ideas presented through spoken words and sentences.
• Ability to communicate information and ideas in speaking and writing so others will understand.
• Ability to see details at close range (within a few feet of the observer).
• Ability to tell when something is wrong or is likely to go wrong and initiate appropriate solutions, knowing when it is necessary to escalate to the next level of management.
• Ability to operate standard business equipment such as fax, computer, printer, copier, etc.

Required Education and/or Experience

• High School Diploma or the equivalent.
• One (1) year experience in a consumer finance company or lending environment is preferred.

Other Requirements

• May be required to attend activities outside the office to stay abreast of new developments, best practices, and statutory and regulatory changes.
• Pursuant to the Drug Free Workplace Act of 1988, all employees must remain drug free and alcohol free when reporting to work and while engaged in any work related activities.
• Ability to work flexible schedules that may include early/late or weekend working hours.

EOE

We are committed to ensure fair and equal treatment for everyone we employ and as such, we are a proud Equal Opportunity Employer. We value diversity and believe employment, training, and promotional opportunities should be available to all persons without regard to race, color, gender (including gender nonconformity, gender identity, status as a transgender individual, and sexual orientation), sex (including pregnancy), age, religion, national origin, ethnicity, physical or mental disability, genetic information, political affiliation, protected veteran status or membership in the armed services, or any other consideration that is protected by applicable federal, state, and local law.