Customer Service Representative (CSR)
On-siteDanville, Kentucky, United States
Job Summary
Greet customers in person or by phone, ascertain their needs, and refer them to the appropriate branch personnel. Apply customer payments and payoffs for walk-in and mail customers, operating the cash drawer using FFC security procedures and balancing it daily. Process loan applications, enter new and renewal loans into the system, and handle incoming and outgoing correspondence. Telephone delinquent accounts under 30 days past due, process credit denials, and manage collateral protection insurance and A&H claims. Maintain office filing and ensure the workspace remains neat. Learn and adhere to all policies in the FFC Operations Manual and governing regulations. Work flexible schedules that may include early, late, or weekend hours.
Required Qualifications
- High School Diploma or the equivalent
- Ability to accurately count change back to a customer in both paper and coin format
- 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
- 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
- Knowledge of arithmetic and their applications specific to the position
- Ability to look at a computer screen for long periods of time
- Ability to sit for long periods of time
- 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
- Ability to work flexible schedules that may include early/late or weekend working hours
- 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
Desired Qualifications
- One (1) year experience in a consumer finance company or lending environment is preferred
- Provide excellent customer service while exhibiting dedication to First Financial Credit's mission, vision, and values
- Ability to promote and sell loan products and meet or exceed branch goals
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