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Position Summary

This position reports to a Customer Care Supervisor and, is responsible for providing service to and support for, potential and returning Advance America customers. This position will assist customers with completing the necessary requirements for loan consideration and/or approval, via the loan application process. This position also supports customers with product information, application flow, online system assistance and all other related areas, within the Advance America portfolio. The Central Sales Specialist (CSS) will diligently assist customers with completing an application for loan products and services, as required for initial review and consideration. Below are the necessary skills for this position:  

• Strong listening and problem-solving skills.
• Clear, calm, confident voice with persuasion
• Outbound and Inbound B to C sales skills
• Confidence with using multiple computer programs at once.
• Strong data entry skills
• Clear understanding of the online application flow
• Ability to work with outbound dialer programs, possibly several programs at a time.
• Ability to learn and adjust to change quickly.
• Dynamic ability to multi-task from program to program on a dialer-based phone call

Job Responsibility

Support:

The Central Sales Specialist (CSS) will support the entire portfolio of the Advance America Businesses.  The Central Sales Specialist will follow processes and procedures to remain compliant while supporting all entities of the company. This includes:

• Ability to listen and discern a customer’s needs or identify an issue – resolve the problem and submit the application.
• Ability to follow direction/procedures, as well as contribute ideas to improve processes.
• Maintaining professional attitude and behavior while communicating with customers and co-workers
• Ability to type and input necessary data with precision, accuracy, and consistency.
• Ability to work with a multitude of computer applications/programs to meet goals as required. 
• Ability to work flexible and rotating shifts which include evenings up to 9:00pm and all-day Saturday (9:00am – 6:00pm), on a rotating schedule.

Influence and manage Verbal Communication: 

• Utilize effective professional approaches when handling special telephone tasks such as: uploading documents, call backs, holds, interruptions, and unintentional disconnects.
• Apply appropriate communication skills to effectively listen and decipher customer needs/issues, while keeping the conversation on track and closing the deal.
• Continuously build positive rapport with customers, and ultimately ‘sell’ the Advance America product(s).

Drive Initiatives: 

• Capability to ethically meet and exceed the goals and initiatives; daily, weekly, monthly.
• Ability to understand, adjust and embrace any new company initiatives and adjust them to the daily workload.

Job Responsibilities Cont.

Maintain Positive Interactions:

• Capability to continuously acclimate well with a diversity of duties, personalities, and individuals.
• Strong verbal communications, problem solving, time management and organizational skills.
• Characteristics of being dependable and trustworthy.
• Dynamic attitude to handle tasks as assigned.

Accountability:

• Understand, adhere to, and enforce all corporate policies including, but not limited to, Advance America’s Creed, Code of Ethics and Information Security Policies.

Education Required

A high school diploma or GED required. At least one year of contact center experience or bank related work experience in Outbound and Inbound sales is preferred.

Experience Required

Prior in-bound call center experience and/or prior customer service experience with heavy phone volume and data entry required. Experience working in a contact center focused position is recommended. Must be bi-lingual in English and Spanish.

Knowledge Required

Excellent written and verbal communications skills, aligned with the ability to be able to communicate in person, by phone, and through email; adaptability and flexibility to changing environment; and comfortable working in a dynamic, high volume, fast-paced environment.  Ability to read, write, evaluate, and apply information.  Ability to interact professionally and exhibit appropriate social skills.  Ability to understand and ensure compliance with policies, procedures, and laws governing our industry/business and products.  Ability to develop and maintain business relationships. 

Physical Requirements

Ability to work between the hours of 9:00am and 9:00pm EST Mon – Fri and Saturdays 9:00 am – 6:00pm.  Sitting for long periods of time; standing occasionally; walking; bending; squatting; kneeling; pushing/pulling; reaching; twisting; frequent lifting of less than 10 lbs., occasional lifting of up to 20 lbs.; driving and having access during the workday to an insured and reliable transportation; heavy typing and data entry; grasping; transferring items between hands and/or to another person or receptacle; use of office equipment to include computers; ability to travel to, be physically present at, and complete the physical requirements of the position at any assigned location.

Competencies

Travel

No Travel

Attire

Business Casual

Other

Must be eligible to work in the USA and able to pass a background check.