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Customer Service Support III

3 months ago

West Valley City, United States CNG Holdings, Inc Full time
Job Description:

General Function / Summary:

As a financial services leader, we strive to make a difference in our customers' lives & the communities we serve. Our Store Managers are responsible for daily operations and profitability of one or more of our retail Check 'N Go or Allied Cash locations, both part of the CNG Holdings, Inc., family of companies. The Store Manager is responsible for daily operations and profitability of one or more of our retail locations. This role is accountable for site operations, sales, customer service, and store level leadership.

Essential Duties:

  • Serve and educate customers on the product portfolio by presenting all options for products and/or services to customers that meet their needs.
  • Interact with customers, using active listening skills, to confirm or clarify information and diffuse customer complaints.
  • Escalate issues to the District Director of Operations (DDO) and Corporate Office if unable to resolve the issue directly with the customer.
  • Respond professionally and accurately customers in response to general questions, customer applications, requests, 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.
  • Balance individual batch receipts with store sales reports at end of day and assist with resolving over/short discrepancies.
  • Perform customer verifications to validate information presented.
  • Process all transactions accurately and per company policy, including but not limited to loans, check cashing, and Net Spend.
  • Comply with federal and state regulations and Company policies and procedures.
  • Complete compliance trainings and quarterly I Agree timely.
  • Coordinate operations, development, and training necessary for store achieving metric targets.
  • Maintain store staff schedule and assist covering other stores within the district.
  • Support store staff to ensure excellent customer service and embodiment of sales culture.
  • Assist District Director of Operations with the recruiting, selection, and onboarding of Customer Service Representatives in the district.
  • Other duties as assigned.


Minimum Education and Experience Required:
  • High school diploma, GED, or equivalent experience
  • 2+ years of experience with sales, customer service, and cash handling
  • 1+ year of supervisory experience preferred
  • Exceptional customer service, active listening, and verbal and written communication skills
  • Proficient in Microsoft Office programs
  • Ability to multitask, prioritize, work in an autonomous environment, and provide store level leadership
  • 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
  • Ability and willingness to consistently live and embrace our core values of accountable, inclusive, transparent, and focused
Physical Demands:
  • Call center/Retail/Office environment
  • Extensive cash handling
  • Extended phone usage
  • Long periods of standing
  • Extended viewing of computer screens and typing
  • Must be able to lift up to 50lbs, with or without reasonable accommodations


Travel / Attendance:
  • Must be able to travel to all stores within the assigned district with personal vehicle
  • May be asked to travel to neighboring districts
  • May require overnight travel
  • Must work assigned shifts as scheduled
Supervisory Functions:
  • Position may be on-site lead for one or more Customer Service Representatives


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.