Customer Service Representative

Position Summary: This position is responsible for the daily functions related to the customer service representative function and assisting with loan processing, insurance and collections. Specific duties may include maintaining drawers, preparing deposits and monthly reports, processing insurance and assisting the Branch Management with loan processing and collections. This individual is responsible for performing miscellaneous duties related to branch administration. This individual will perform all duties in accordance with NSA standard practices, policies and procedures and all state and federal regulations.

Essential Duties (including, but not limited to):

General Office

• Answer, screen and relay incoming and outgoing telephone calls in a pleasant, courteous manner
• Effectively communicate in formal and informal situations, conveying thoughts clearly and sharing complete and accurate information in a professional and respectful manner
• Check email/voicemail, respond or forward communication as applicable
• Perform File Maintenance
• Add new documentation to files as needed in various filing systems (electronic and hard copy-file cabinets), and create new file folders as necessary
• Eliminate outdated or unnecessary materials, destroying them or transferring them to inactive storage according to file maintenance guidelines and/or legal requirements
• Sort or classify information according to guidelines such as content, purpose, user criteria, or chronological, alphabetical, or numerical order

• Maintain cleanliness and organization in work space and common areas.
• Perform general office duties such as typing, operating office machines, and sorting and distributing incoming mail
• Perform various Company errands as needed (for example: post office, deposit delivery)
• Prepare list of needed office and contract supplies (sales, consumer, warranty, GAP, Life/A&H, CPP; send to Home Office)

Administration

• Open cash/system drawers
• Post payments
• Post payments for other offices & update log
• Pull MoneyGram Report
• Take payments over the phone – Credit/CKBPH
• Process Check-by-phones & auto drafts
• Reverse payments/transactions
• Post/Process payoffs
• Process Deferments
• Process Due Date changes
• Reverse NSF items
• Balance & close cash/system drawers
• Pull balance aid report
• Process EOD & Transaction register
• Prepare Mid-day bank deposits
• Prepare bank deposits & log onto Deposit Register
• Make electronic deposits
• Complete & balance Bank Deposit register
• Pay invoices
• Other charge accounts for invoices paid
• Void & re-issue checks
• Update W9 list for each vendor paid
• Process receipt ins & disbursements
• Balance EOM check register
• Process Titles received
• Generate and work Title Report
• Process Title work – New Loans
• Rebate Life/A&H insurances
• Cancel GAP contracts
• Cancel Warranty contracts
• Accurately notate accounts

Non-Essential Duties (including, but not limited to):

• Other duties as requested/assigned

Skills and qualifications

• Minimum of one year in an office setting or completed degree in higher education
• Professional experience in field of customer service
• Possess excellent verbal and written communication skills; ability to communicate effectively with others
• Possess excellent interpersonal and customer interaction skills
• Ability to manage multiple tasks with competing priorities
• Familiar with a variety of the field’s concepts, practices, and procedures.
• Demonstrate good leadership and diplomacy skills
• Team player, willingness to and be adaptable in challenging situations
• Ability to demonstrate competent computer skills.
• Bilingual communications (if fluent in other than English languages)

Confidential Data: This position may be exposed to confidential information about the company, our customers and other associates on a regular basis. Disclosure of such information to any outside party in a business or social context can seriously impact the company, and may jeopardize the relationship of trust we enjoy with our customers.

Schedule: This position’s schedule is Monday-Thursday 8:45 AM through 5:30 PM and Fridays 8:45 AM through 6:00 PM. This position may be required to work overtime (outside of normal business hours, including weekends) and/or altered hours, if branch management deems necessary.

Working Conditions

General office environment - The working environment is generally favorable. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust, etc. Work is generally performed within an office, with office equipment available. Consistent competing demands on attention by incoming phone calls, co-workers and customers, etc and prolonged use of computer monitor, mouse, keyboard, calculator, and other such technology are to be expected. During time sensitive activities and high-volume periods, work outside the normal work schedule may be required.

Physical requirements

Position primarily involves sitting at a desk or other work station (up to 80%), but may require standing or walking for up to 10% of the time. Some driving (if eligible, per company policy and procedures) and exposure to outdoor climate (up to 10%) is to be expected during company errands, field calls, off-site meetings, etc. Must be able to read, write, and communicate fluently in English. (For Bilingual Required Positions only- Must be able to read, write, and communicate fluently in required language other than English; in addition to English). Position requires correctable vision.

Notice

This is not an employment contract and signing this job description does not affect the “At-Will” status of the position. Any portion of this job description is subject to change at the sole discretion of Company Management, with authorization provided from the President/CEO.