Job Description
GENERAL FUNCTION
The CA Agent is responsible to provide a high level of customer service support for retail stores in North America. Agents primarily provide assistance related to the check cashing product, however support other products as well.
DUTIES/RESPONSIBILITIES
- Provide a high level of Customer Service
- Provide exceptional customer service via a friendly demeanor, genuine willingness to provide assistance and solve customer issues and clear, concise communication.
- Acquire and maintain knowledge of relevant products and current support policies in order to provide technically accurate solutions to users.
- Participate in training workshops as required.
- Meet standards in all key performance indicators and metrics as directed by management.
- Check Approvals
- Review large, out of guideline, over limit or in clearing checks
- Customer/Employee Calls
- Answer and attempt to resolve calls.
- Support store personnel and provide customer service on collection matters when collectors are not available.
- Commercial Accounts
- Approve all new commercial business accounts
- Negotiate rate structure for all commercial business customers.
- Maintain all records for all commercial business customers.
- Extensive understanding of all company policies and procedures
- Interface directly with store staff via telephone, chat and e-mail
- Additional tasks as assigned
Qualifications
EXPERIENCE
- Minimum of 2+ years in store experience
SKILLS
- Demonstrated exceptional customer service
- Thrive in a fast-paced team environment
- Be confident, assertive, well-organized and detail-oriented
- Prior experience in Microsoft word, Excel and Outlook
- Technical proficiency in relevant operating systems, applications, and/or languages is required.
- Ability to work within flexible shifts scheduled to operate "retail business" hours of operations
- Excellent communication skills, strong problem solving and technical writing skills.
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