CUSTOMER SERVICE REPRESENTATIVE

Community Choice Financial Family of Brands (CCFI) is seeking a Customer Service Representative to support customers across our personal loan, retail financing, and insurance products. In this role, you will handle inbound and outbound inquiries, resolve account issues, and guide customers through applications, payments, and policy questions. You'll use CRM and call-center tools, follow strict compliance and confidentiality standards, and deliver friendly, solution-focused support. CCFI offers a supportive, inclusive culture with opportunities to learn financial services, grow your skills, and positively impact the communities we serve.

Responsibilities

• Respond to customer inquiries about personal loans, retail financing, and insurance products via phone, email, and digital channels
• Resolve account issues, payment questions, and service requests while following compliance and security standards
• Educate customers on CCFI financial solutions and guide them through applications, payments, and account updates
• Document interactions accurately in CRM systems and maintain up-to-date customer records
• Collaborate with team members to improve service quality and support a positive, inclusive work environment
• Escalate complex or sensitive issues to appropriate departments, ensuring timely resolution and follow-up

Required Skills

• Customer service
• Call handling systems (phone/CRM)
• Banking/loan product knowledge
• Insurance product knowledge
• Data entry and accuracy
• Compliance and confidentiality (PCI, privacy)
• Problem resolution and de-escalation
• Basic math and financial calculations
• Written and verbal communication
• Time management and multitasking