Customer Advocate

JOB DESCRIPTION – CUSTOMER ADVOCATE

POSITION DESCRIPTION

To directly provide outstanding Customer Service, develop sincere Customer relationships, accurately process all transactions and perform supporting activities according to company guidelines and management directives.

RESPONSIBILITIES AND DUTIES

I. Uphold Customer Service Standards

  • Prioritize Customers above all tasks (NO Customer waits in line longer than

60 seconds)

  • Greet every Customer within 5 seconds of entering the store
  • Directly provide products and services to Customer in an efficient and accurate manner
  • Service every Customer in a polite and courteous manner (i.e., “thank you”,

“please”, “may I help you?”)

  • Build positive Customer relationships through the use of the Customers name and personalized conversation
  • Inform Customer of transaction processes before leaving Customer at window (“I’ll be right back. I have to walk back to our files.”)
  • Assist other Team Members with transaction efficiency to support the speedy delivery of product/services to Customer
  • Answer phone before the third ring and according to company guidelines
  • Avoid leaving any phone Customer on hold longer than 30 seconds
  • Immediately inform MOD regarding any escalated Customer issues
  • Inform MOD of all new Customers

II. Build Revenues

  • Offer Referral Cards and explain program to all Customers when appropriate
  • Consistently perform phone skills according to company guidelines
  • Personalize a Thank You Card for every new loan Customer per company guidelines
  • Participate in Marketing activities as directed by Store Manager
  • Ask every Customer for their Gold Card, or offer a new Gold Card as needed
  • Offer additional products/services when appropriate to all Customers

III. Maintain Operational Standards

  • Comply with Safety and Security standards at all times
  • Deliver products and services according to company policy and guidelines

(Check Cashing, Payday Loan, Title Loan, Signature Loan, Other Services,
Turndown Notices)

  • Perform Collection related transactions and processes according to company guidelines.
  • Perform cash and check handling activities according to company guidelines
  • Adhere to established loss prevention standards (i.e. loan and check cashing decision criteria, cash management, password protection, drawer management, and dual authorization)
  • Balance personal cash drawer every shift
  • Maintain a clean and orderly work station as well as common areas
  • Perform filing and documentation activities according to company guidelines and policies
  • Perform all Non-Customer related tasks as directed by management
  • Perform deposit activities according to guidelines as directed by MOD
  • Perform Turndown procedures according to guidelines
  • Perform Open and Close functions as directed by MOD
  • Order cash according to guidelines as approved by and as directed by MOD
  • Adhere to dress code and professional appearance standards as defined by company guidelines
  • Adhere to professional conduct standards as defined by company guidelines
  • Adhere to time and attendance policies
  • Utilize supplies and store equipment for company business purposes only

REQUIREMENTS

  • Minimum educational requirement of High School diploma or equivalent
  • A minimum of 6 months prior customer service experience in a retail environment
  • A minimum of 6 months prior cash handling experience
  • Strong filing skills (alphabetical)
  • Ability to use a calculator
  • Ability and experience providing service to Customers utilizing a computer/POS system requiring data entry.
  • Strong attention to detail
  • Ability to multi-task
  • Ability to work a flexible schedule
  • Ability to work well with others and take direction as necessary

Job Type: Full-time

Pay: $13.50 - $15.00 per hour

Benefits:

  • 401(k)
  • Dental Insurance
  • Health Insurance
  • Life Insurance
  • Referral Program
  • Retirement Plan
  • Vision Insurance

Schedule:

  • 10 Hour Shift
  • 12 Hour Shift
  • 8 Hour Shift
  • Day shift
  • Holidays
  • Monday to Friday
  • Night Shift
  • Overtime
  • Weekends

Supplemental Pay:

  • Bonus Pay

Experience:

  • Customer Service: 1 year (Required)
  • Cash Handling: 1 year (Required)

Location:

  • Melrose Park, IL 60160 (Required)

Language:

  • Spanish (Preferred)

Work authorization:

  • United States (Required)

Working Days:

  • Monday (Required)
  • Tuesday (Required)
  • Wednesday (Required)
  • Thursday (Required)
  • Friday (Required)
  • Saturday (Required)
  • Sunday (Required)

Work Location:

  • One location

This Company Describes Its Culture as:

  • Detail-oriented -- quality and precision-focused
  • Aggressive -- competitive and growth-oriented
  • Outcome-oriented -- results-focused with strong performance culture
  • Stable -- traditional, stable, strong processes
  • People-oriented -- supportive and fairness-focused
  • Team-oriented -- cooperative and collaborative

Company's website:

  • www.speedycash.com

Benefit Conditions:

  • Only full-time employees eligible

Work Remotely:

  • No