Job Description
As a Customer Service Representative at Community Choice Financial Family of Brands, you will be the first point of contact for customers seeking support with personal loans, retail financing, and insurance products. Working in the Banking, Insurance & Investment industry, you will handle inbound calls, emails, and chats to answer questions, process payments, and resolve account issues accurately and securely. You'll educate customers on financial solutions that support their stability and growth while adhering to compliance and privacy standards. In CCFI's supportive, inclusive culture, you'll collaborate with a customer-focused team, receive ongoing training, and contribute to community engagement efforts as you help customers achieve their financial goals.
Responsibilities
- Serve as the first point of contact for customers across phone, email, and online channels
- Assist customers with personal loans, retail financing, and insurance account inquiries
- Process payments, account updates, and basic transactions accurately and securely
- Educate customers on CCFI products and services that support their financial stability
- Resolve issues, research account discrepancies, and escalate complex cases when needed
- Maintain detailed, compliant records of all customer interactions in CRM systems
- Follow banking, insurance, and privacy regulations, including KYC/AML guidelines
- Collaborate with teammates to meet service-level goals and quality standards
- Identify opportunities to improve customer experience and share feedback with leaders
- Uphold CCFI's inclusive, community-focused culture in all customer interactions
Required Skills
- Customer support (phone/email/chat)
- Banking and insurance product knowledge
- Account servicing and payment processing
- CRM and ticketing systems
- Data entry and accuracy
- Conflict resolution and de-escalation
- Regulatory and compliance awareness (KYC/AML)
- Upselling and cross-selling financial products
- Call documentation and note-taking
- Basic MS Office and computer literacy