Financial Service Representative

Key Responsibilities

• Customer Service & Loan Processing • Respond promptly and professionally to customer inquiries via phone or email. • Guide customers through the application and approval process for payday loans and lines of credit. • Promote financial products by clearly explaining terms, repayment options, and value added services. • Accurately process all transactions in compliance with company policies and regulatory requirements. • Leverage internal systems and tools to support a seamless customer and sales experience. • Meet or exceed performance standards, including dialer login time, call handling metrics, and quality assurance scores.
• Sales Leadership & Revenue Generation • Consistently achieve or exceed monthly sales targets and loan volume goals. • Identify customer needs and recommend suitable financial products and services, including add-ons such as insurance and referral programs. • Stay current with all product offerings and participate in cross-selling initiatives. • Use performance dashboards to monitor KPIs and support action plans to address performance gaps. • Collaborate with management on strategies to increase customer acquisition and brand awareness. • Champion lead generation and follow-up processes to drive revenue and portfolio growth. • Proactively follow up on leads and opportunities to maximize revenue generation.
• Customer Experience & Collections • Maintain high standards of customer service, including resolving escalated concerns with professionalism and empathy. • Conduct daily collection activities for delinquent accounts in a professional and empathetic manner, in accordance with company policies and procedures. • Negotiate payment arrangements and ensure accurate documentation of all collection efforts. • Track recovery performance and support efforts to improve customer repayment outcomes. • Demonstrate active listening and empathy to build rapport and strengthen client relationships. • Address escalated issues or disputes with a focus on resolution and preserving the client relationship. • Monitor collection effectiveness and support efforts to improve repayment outcomes and minimize losses.
• Compliance, Risk & Audit • Ensure all activities comply with regulatory and company requirements, including privacy, anti-fraud, and underwriting standards. • Adhere to all audit, risk, data integrity, and workplace safety protocols. • Escalate any compliance or risk concerns to appropriate internal contacts promptly.
• Hours of Operation (Eastern) Monday – Friday 8:00am – 10:00pm, Saturday 9 :00am - 10:00pm, Sunday 9am-8pm