Location: 1341 Towne Square Blvd. NW Roanoke VA 24012
The Customer Service Representative (CSR) position is a performance based, hands-on, customer-focused role that is responsible for completing tasks associated with the center's daily operation. Job responsibilities are expected to be completed in a manner that complies with all federal and state regulations and adheres to company policies, procedures, and practices.
This position is responsible to perform an active role in meeting all performance goals and metrics for the center as defined by management. In order to do so, this position requires attention to detail, excellent customer service skills, and a passion for sales. This position is responsible to develop, assist, and participate in all marketing and collection efforts, both internally and externally.
Customer Service, Sales, & Marketing: Actively assist in meeting the center's performance metrics as defined by management.
Understand, recommend, and sell financial products and services to customers. Build strong relationships with current and prospective customers, in person and over the phone. Manage customer concerns, and actively participate in customer transactions. Deploy marketing efforts in the community to generate sales and customer growth, and complete marketing tracking sheets as required.
Operations, Compliance, & Collections: Assist in managing the P&L to meet all budgeted numbers and in meeting management's expectations related to center performance.
Adhere to the Company's policies, procedures, Creed, and to all applicable state and federal regulations. Maintain accurate cash controls and ensure that security procedures are in line with Company and Loss Prevention (LP) Standards. Enter customer and transaction information accurately into the point of sales system, and create and maintain accurate customer files with all required documentation.
Perform and document collection calls, field visits, and any other approved collection activities. Complete other duties as assigned.
Team & Leadership: Work closely with and support others in a positive, team environment to enhance the customer experience.
Equivalent Education Level Required: High School Diploma or equivalent required; some college preferred.
Experience Required: Sales and/or customer service experience required, or equivalent experience. One year of experience in one or more of the following areas preferred: sales, retail, banking, or collections.
Knowledge Required: Strong math skills, including the ability to count cash; professional verbal communication by phone and in person; ability to read, write, evaluate, and apply complex and detailed information; may work alone; ability to interact professionally and exhibit appropriate social skills; ability to negotiate payment terms and effectively communicate loan requirements; ability to understand and ensure compliance with policies, procedures, and laws governing our industry/business and employees; ability to use computer programs required to process customer transactions; ability to maintain composure in stressful situations; ability to follow procedures in the normal course of business and in stressful situations; ability to develop and maintain business relationships.
Standing for long periods of time; sitting occasionally; walking, including extended distances; bending; squatting; kneeling; pushing/pulling; reaching; twisting; frequent lifting of less than 10 lbs., occasional lifting of up to 20 lbs.; driving and having access during the workday to an insured and reliable transportation in order to complete tasks including, but not limited to, banking, marketing, and providing staffing coverage within the division; exposure to outdoors limited to elements that the ordinary person would be exposed to at that time; typing; data entry; grasping; transferring items between hands and/or to another person or receptacle; housekeeping/cleaning (vacuuming, dusting, cleaning windows, bathroom, etc., including exposure to cleaning chemicals); use of office equipment to include computers; able to be physically present Monday through Saturday from 8am 8pm; ability to travel to, be physically present at, and complete the physical requirements of the position at any center within the division (distance varies by division)
Travel: Must have a valid driver's license and access to insured, reliable transportation. Ability to travel within division for marketing, collections, staffing, special events, and banking responsibilities.
Attire: Professional business attire or Advance America logo apparel required.
Other: Must be 18 (except in AL where the age requirement is 19), eligible to work in the USA, and able to successfully complete all post offer screens, including a criminal background check, MVR, credit check if required by state law, reference check, and drug test.
Regular and punctual attendance is required. Schedules may be changed as needed to accommodate business needs. Overtime may be required.
Must meet all applicable state and local regulatory requirements. In some states, you may be required to become a notary upon request (at the Company's expense).
Advance America, Cash Advance Centers, Inc.