Customer Service Representative (Bilingual)

About the Role

As a Customer Service Representative (CSR), you will help people in your community access financial solutions when they need them most. You will play a pivotal role in a high-performance environment by building connections with a diverse customer base and processing transactions, including check cashing, money transfers, and customer payments, while providing exceptional in-store experiences.

What We Offer

• Hourly wage: $15.00 per hour
• Paid on-the-job training and a comprehensive new hire program.
• Access to a robust learning management system with e-learning modules.
• Cross-brand training for opportunities across eleven brands.
• Enrollment in a Key Holder Program for leadership development.
• Performance-based career advancement.
• Educational Reimbursement Program.
• Multiple coverage choices for medical insurance, including telemedicine and medical spending account options (HSA/FSA).
• Traditional 401(k) and Roth 401(k) Retirement plan with a generous Company match.
• Company-Sponsored Life and AD&D Insurance.
• Voluntary benefits including dental, vision, short-term and long-term disability, supplemental life and AD&D, accident, critical illness, hospital indemnity, ID theft protection, legal services program, and pet insurance.
• Free access to mental health resources, life coaching through our Employee Assistance Program.
• Free access to exclusive discounts through our Discount Marketplace.
• Paid time off starting with 12 days in the first year, growing over time.

Key Responsibilities

• Connect with customers to cultivate lasting relationships.
• Review, validate, and process customer transactions with accuracy.
• Maximize customer success by offering personalized financial services.
• Enter and maintain customer information with precision into a Point of Sale (POS) system.
• Build new business by completing daily call campaigns.
• Assist in customer account management and collections by accepting payments and managing appointments.
• Perform duties outside of the office, where applicable, including on-site vehicle appraisals, store errands, and external marketing.
• Participate in in-store and community events.
• Maintain internal and external store appearance and meet cleanliness standards.
• Maintain office security protocols and conduct opening and closing procedures, including management of vault and cash drawer.
• Uphold compliance with Company policies, procedures, and all relevant laws and regulations.
• Engage in ongoing training and stay current on product and process changes.
• Work efficiently in a dynamic and fast-paced environment, navigating multiple tasks to meet performance standards.
• Conduct additional tasks as directed by leadership.
• Maintain a full-time work schedule (minimum 40 hours per week), including weekends, with regular, in-person attendance.

Requirements & Tech Stack

• Proficiency in using phones, POS system, Microsoft Office, and other computer systems.

Qualifications

• A high school diploma or equivalent.
• Excellent verbal and written communication skills, plus professional demeanor.
• Meticulous attention to detail and ability to accurately enter data.
• Must be at least 18 years of age (19 in Alabama).
• Valid driver's license, auto insurance, and personal vehicle (mileage compensated).
• Background check required.
• Ability to meet physical demands, including standing up to 90% of the time, moving and transporting up to 25 pounds, moving inside and outside the store, and operating mechanical controls.

Preferred Qualifications

• Experience in check cashing, document verification, and/or money order processing.
• Prior cash handling, cash drawer/vault management experience.
• Bilingual (English/Spanish) is a plus and may be required for certain locations.