Job Description

Job Title:

Customer Service Representative (CSR)

Department:

Operations

Reports to:

Call Center Supervisor

FLSA Status

: Non-Exempt

Position Summary:

This position assists customers in meeting their short-term financial needs by using strong customer service skills. The CSR explains the loan process to customers, answers questions about outstanding loans, gathers customer information and collects payments.

Essential Duties and Responsibilities:

Explain the loan process and answer any questions customers and potential. customers may have through email, online chat, and phone calls. Collect payments from customers. Connect customers with locations for further questions or to begin the loan process. Remind customers of credit limit. Understand and be able to clearly explain the DLC Advantage and DLC Challenge. Consistently ask for referral business. Ensure to be compliant with DLC policies and procedures as well as external regulations by maintaining customer confidentiality and privacy. Accurately calculate customer payments and answer questions about due dates, principal, interest, back interest, etc. Assist with daily store tasks, such as making outgoing calls and processing loans. May be required to work physically at a store location when needed. Receive and gather customer complaint details. Ability to maintain confidential information. Must adhere to all company and departmental policies and procedures as well as all the practices. Must be able to take constructive criticism and be willing to always improve. The ability to meet attendance schedule with dependability and consistency.
Other duties may be assigned at the discretion of Management that are related to the fundamental aspects of the position.

Requirements for Education:

High School Diploma or GED required. Minimum one year of customer service experience.

Specialized Knowledge, Skills and Experience:

Previous experience in lending, cash-handling, and collections is a plus. Excellent communication and interpersonal skills. Strong organizational skills. Outstanding analytical and problem-solving abilities. Proficient in MS Office Suite. Ability to interact with staff at all levels in a fast-paced environment, sometimes under pressure, while remaining flexible, proactive, resourceful, and efficient with a high level of professionalism and confidentiality. Fluency in both English and Spanish (spoken and written) is a plus. High level of written and verbal communication skills, as well as excellent organizational and detail-oriented skills.

Abilities:

Requires the ability to gather and analyze facts, to devise solutions to problems, to prepare clear and concise reports, follow instructions, attention to details and to perform with a high level of accuracy, completeness, and legal compliance. Ability to work in a team environment; work effectively with others, provide effective client service and public relations, display strong interpersonal and communication skills, both verbally and in writing, organize, prioritize, research, and plan. Ability to correctly interpret, explain and apply policies and procedures, understand, and follow oral and written instructions, ability to communicate clearly and concisely, both orally and in writing. Ability to establish and maintain cooperative working relationships with those contacted in the course of work; ability to interact with a variety of individuals from socio-economic, ethnic, and cultural backgrounds in sensitive or difficult situations.





Requires repetitive movement, sitting, writing letters and memos, face-to-face discussions with individuals or teams, use of electronic mail, telephone conversations, contact with others (face-to-face, by telephone, or otherwise). Requires repeating the same physical activities or mental activities over and over; requires being exact or highly accurate, requires meeting strict deadlines. Requires work with external providers, customers or the public, work with others in a group or team, coordinating or leading others in accomplishing work activities. May at times require travel to multiple sites and locations.