Customer Service Representative I

General Function / Summary:

As a financial services leader, we strive to make a difference in our customers’ lives & the communities we serve. Our Customer Service Representatives are a front-line brand ambassador representing Check N Go or Allied Cash Advance, both part of the CNG Holdings, Inc., family of companies. Our Customer Service Representatives embody the company’s identity in behavior, values, and ethics in support of our mission. The Customer Service Representative is responsible for ensuring outstanding customer service and regulatory excellence.

Essential Duties

• Process all transactions accurately and per company policy, including but not limited to loans, check cashing, and Net Spend.
• Escalate issues to the store manager, District Director of Operations (DDO), and corporate office if unable to resolve the issue directly with the customer.
• Balance individual batch receipts with store sales reports at end of day and assist with resolving over/short discrepancies.
• Respond professionally and accurately to customers, explaining possible solutions and ensure the customer feels supported and valued. 
• Other duties as assigned.
• Answer telephone inquiries in response to general questions, customer applications, requests, or other issues.
• Perform customer verifications to validate information presented.
• Comply with federal and state regulations and Company policies and procedures. 
• Perform outbound customer sales, courtesy, and collection calls in accordance with federal regulations, store operating procedures, and district or region volume expectations.
• Handle and count currency, cash, and coins to include managing a cash drawer, counting cash deposits, moving cash from secure safe to cash drawer, and other cash handling requirements; may be responsible for bank deposits or bank pick-ups.
• Interact with customers, using active listening skills, to confirm or clarify information and diffuse customer complaints.
• Complete compliance trainings and quarterly I Agree timely.
• Serve and educate customers on the product portfolio by presenting all options for products and/ or services to customers that meet their needs.  

Minimum Education And Experience Required

• Must have own personal reliable transportation in compliance with published policy and procedure, this may not include public transportation, transportation from family or friends, must maintain a valid Driver’s License and valid Automobile Insurance while employed by the company  
• Strong customer service, active listening, and verbal and written communication skills
• Proficient in Microsoft Office programs
• Ability to multitask, prioritize, and work in an autonomous environment
• High school diploma, GED, or equivalent experience
• Ability and willingness to consistently live and embrace our core values of accountable, inclusive, transparent, and focused
• 1+ year(s) of experience with sales, customer service, and/or cash handling preferred

Physical Demands

• Must be able to lift up to 50lbs, with or without reasonable accommodations
• Extended viewing of computer screens and typing
• Extended phone usage
• Extensive cash handling
• Call center/retail/office environment
• Long periods of standing

Travel / Attendance

• May be asked to travel to neighboring districts
• May require overnight travel
• Must be able to travel to all stores within the assigned district with personal vehicle
• Must work assigned shifts as scheduled

Why Choose CNG Holdings, Inc. and Check ‘N Go/Allied Cash Advance:

CNG Holdings Inc. (CNG) is headquartered in Cincinnati, Ohio, and is a respected leader in the financial services industry. Through professional partnerships, CNG provides a wide range of convenient and accessible financial products and services designed to improve customers’ financial situations, thereby filling a need and delivering value to our customers.

Our mission is to help and to educate our customers, while building and nurturing long-term relationships. We strive to make a difference in our customers’ lives and the communities we serve.

Our vision is to deliver innovative financial solutions that better fulfill our customers’ unique financial needs so that they can build a better future for themselves and their families.

CNG Holdings, Inc., associates and its brands are expected to create, deliver, and embrace our core values. These values ultimately define how we treat each other and our customers. We are inclusive, transparent, accountable and focused!

Commitment To Diversity

We are committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action-Employer, making decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, protected veteran status or any other protected class.

This posting is intended to describe the general nature of the work anticipated to be performed and is not a comprehensive list of all responsibilities, duties and skills required for the position.