Purpose Financial

Customer Support

• Provide service to and support for potential and returning Advance America customers.
• Assist customers with completing the necessary requirements for loan consideration and/or approval, via the loan application process.
• Support customers with product information, application flow, online system assistance and all other related areas, within the Advance America portfolio.

Customer Care Central Sales Specialist

Systems Engineer

• Responsible for day-to-day administration and support of the Contact Center platform, which includes managing various functions such as the Five9 dialer (or other dialers), ACD blending, and Omnichannel capabilities.
• Involves troubleshooting any issues that arise and ensuring that operations run smoothly.
• Analyzing and developing operational functions within the Contact Center platform.
• Optimizing dialer interactions for efficiency and effectiveness, enhancing Omnichannel capabilities to improve customer experience.
• Ensure compliance with regulations and testing for compliance, ensuring that all interactions meet regulatory standards and guidelines.
• Driving adherence of Call Center policies to ensure effective controls exist to safeguard company assets.
• Creating efficiency and effectiveness in systems management and performance.
• Managing dialer strategy, performance ensuring to deliver strong service levels, occupancy, and call routing to ensure KPI’s are surpassed.
• Develop expertise in enhancing agent experience opportunities with Five9 Omnichannel customer communication.

Senior Contact Center Systems Analyst

• 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 Internal Sales Specialist (ISS) will diligently assist customers with completing an application for loan products and services, as required for initial review and consideration.
• The Internal Sales Specialist will follow processes and procedures to remain compliant while supporting all entities of the company.
• 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 hours during the week which include evenings up to 9:00pm and all-day Saturday (9:00am – 6:00pm), on a rotating schedule.
• Use effective professional approaches when handling 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).

Collections

• Build strong relationships with current and prospective Collection agents.
• Monitor and measure the QA trends for improvement and act on needed areas of training.
• Working with the collection management team, our L&D team as well as others in the creation and update of training material for collections.
• Manages the new hire training program and determines agent readiness and communicates to the collection management team on new hire performance.
• Holds team members accountable to individual and team collections goals.
• Trains and coaches team members on effective collections techniques.
• Motivating and inspiring the team to work together and surpass their potential.
• Periodically evaluating ongoing programs to ensure that they reflect any changes.
• Direct structured learning experiences and monitor their quality results.
• Responsible for assisting in the management of the agents KPI’s metrics.
• Guides daily, weekly, monthly focus of goals and objectives.
• Suggests, creates, and follows up on ideas to improve efficiency, and effectiveness with the available resources.
• Identify training needs by evaluating strengths and weaknesses.
• Instruct and ensure team members are trained and adhere to company policies and procedures.
• Teach and validate understanding of collections policies and standard of procedures.
• Understand, adhere to and enforce all corporate policies including, but not limited to, Code of Conducts, Ethics and Information Security Policies.
• Introduce refresher programs monthly/quarterly for agents who are under performing with QA violations, call performance, collections skills, etc.
• Assist management by providing instructions on company procedures, policies, practices, and computer systems.
• Lead by example in a hands-on and approachable manner.
• Recognize and develop skills/abilities of collections department employees in order to meet Collections and Company objectives.
• Adhere to all Company policies, expectations and guidelines.
• Ensure all customer and transaction information is accurately entered into the point-of-sale system.
• Create and maintain accurate customer notes.
• Adhere to local, state, and federal regulatory requirements.
• Assist the Collections Management team with training, evaluating, and development of staff.
• Recognize and improve skills/abilities of team members to meet Collections and Company goals and objectives.
• Motivate, train, and educate Collection agents on proper techniques and processes.

Customer Care Central Sales Specialist

Senior Contact Center Systems Analyst

Customer Care Central Sales Specialist

Senior Collections Trainer