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Customer Support Associate
2 months ago
Position Title: Customer Service Representative
Basic Function: Deliver outstanding customer support by efficiently managing customer transactions, fulfilling their needs, and surpassing their expectations, while safeguarding the interests of the organization and adhering to established policies and procedures.
Essential Responsibilities:
Provide exceptional customer service, accurately handle cash transactions, and ensure precise processing of all transactions. Always maintain a helpful, courteous, responsive, enthusiastic, and professional demeanor when engaging with customers and colleagues.
Consistently align with the Company's Core Values of Honesty, Enthusiasm, Accountability & Performance, Responsiveness, and Teamwork (H.E.A.R.T).
Process checks accurately in compliance with Company, regulatory, and compliance policies. Verify payee details and endorsements, confirm appropriate identification, ensure validity, and assess funds availability.
Identify and report any potential issues. Recognize counterfeit checks and currency, and report suspicious activities using all available technology and systems; escalate concerns to management as necessary.
Adhere to the established Verification Procedure during all customer transactions.
Follow the P.A.C.I.F.Y. Procedure in all customer interactions.
Understand and execute all store opening and closing protocols.
Maintain security standards at all times.
Accurately count and verify cash and inventory in accordance with procedures.
Timely completion of necessary documentation for transactions, including Suspicious Activity Reports.
Assist in creating and verifying new customer accounts.
Process bill payments, money orders, and wire transfers according to standard operating procedures.
Ensure the store opens and closes punctually.
Promote and cross-sell Company products and services.
Remain adaptable for various work or training assignments across locations.
Be prepared to work flexible schedules, including evenings, weekends, and holidays.
Arrive at the workstation on time, ready to conduct business.
Maintain accurate records and manage inventory effectively.
Respond to basic customer inquiries regarding fees, products, and services.
Ensure the workstation is well-maintained and adequately supplied.
Utilize the Time Clock system for accurate clocking in and out for each shift.
Balance the cash drawer daily, ensuring no discrepancies.
Verify cash deliveries and inventory; accurately count bills and confirm their wrapping.
Input new customer information into the system following standard procedures and update existing customer data as needed.
Participate in all required training sessions.
Cooperate fully with internal investigations and inquiries.
Maintain 100% compliance with all Company policies and procedures.
Report any theft or policy violations to management.
Perform other duties as assigned.
Qualifications, Knowledge, Skills, and Abilities:
Strong customer service skills.
Attributes such as honesty, reliability, dependability, flexibility, and punctuality.
Comprehensive understanding of job responsibilities, check cashing procedures, and related financial services.
Ability to make informed decisions regarding customer transactions, balancing customer satisfaction with Company risk.
Proficient in using all Company systems and technology accurately.
General mathematical skills and a high degree of accuracy in following policies and procedures.
In-depth knowledge of Company products and services.
Excellent communication and organizational skills.
Ability to effectively cross-sell products and services.
Strong phone etiquette.
Understanding of security procedures.
Ability to maintain composure and professionalism in all interactions.
Capability to follow instructions and take direction.
Ability to thrive under pressure in a fast-paced environment.
Knowledge of relevant federal, state, and Company regulations.
Familiarity with the proper use of equipment such as computers and security devices.
Legally authorized to work in the U.S.
Commitment to honesty, reliability, and flexibility.
High school diploma or GED required.
Must be free of criminal convictions.
Attention to detail and accuracy.
Preferred experience in cash handling or sales.
Prior customer service experience is advantageous.
Experience with computers is preferred.
Physical Demands and Requirements: The role requires reading, writing, sitting, standing, communicating with customers, visual acuity, lifting up to 15 pounds, and working with a computer keyboard and screen. Reasonable accommodations may be made for qualified individuals with disabilities.
