Contact Center Customer Support Representative

Position 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 applications 
• Assist customers in obtaining a loan (both retail and online)
• Assist customers in repaying debt on past due balances
• Outbound contact customers to resolve early delinquency and assist in obtaining a new loan
• Develop and maintain professional relationships with consumers 
• Outbound contact consumers expressing interest is a short-term lending products and/or company services
• Assist customers in navigating the website and providing online assistance.
• Inform the consumer on products available and information required to apply
• Find solutions to customer concerns and resolve complaints or inquiries 
• Validate loan information for online loan applications 
• Complete a local store match and refer customers to stores as needed 
• Effective and timely communication with consumers and management
• Navigate across multiple web-based systems
• Inbound and outbound call production (KPI)
• Record keeping and maintain production workflow
• Report and track production and goal progress to management 
• Personally complies with governmental regulations and laws

Skills:

• Consumer Relations, Sales and Service Orientation
• Active Listening 
• Written and Verbal Communication 
• Reading Comprehension 
• Critical Thinking and Decision Making 
• Negotiation and Persuasion
• Troubleshooting 
• Management of Personnel Resources 
• Self-Assessment and Management 
• Time Management 
• Computer Literacy
• Data Entry and Microsoft Office (Outlook, Internet Explorer, Word, Excel) 
• Typing skills 30+ words per minute

Education and Experience:

• High School Diploma, GED, or High School Equivalence Certificate
• Call Center and Customer Service and Sales Experience Preferred

Physical 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.