Company Description

Momentum Financial Services is a leading provider of financial services in North America. For 40 years, we've been committed to providing financial solutions that meet the evolving needs of consumers and business owners. Through our retail network of over 400 locations, known as Moneymart, Insta Cheques and the Cheque Cashing store, we provide access to cash and related products to help our customers achieve their goals.

Our highly skilled workforce puts customers first in everything we do. We serve 2 million people annually with diverse and innovative financial products such as loans, cheque cashing, money transfer and prepaid cards. Through this ever-evolving suite of services, we empower customers to manage their finances and improve their lives. Wherever customers are on their financial journey, Momentum Financial Services Group provides solutions.

#Corporate

Job Description

GENERAL FUNCTION

The CA Agent is responsible to provide a high level of customer service support for retail stores in North America. Agents primarily provide assistance related to the check cashing product, however support other products as well.

DUTIES/RESPONSIBILITIES

• Provide a high level of Customer Service
• Provide exceptional customer service via a friendly demeanor, genuine willingness to provide assistance and solve customer issues and clear, concise communication.
• Acquire and maintain knowledge of relevant products and current support policies in order to provide technically accurate solutions to users.
• Participate in training workshops as required.
• Meet standards in all key performance indicators and metrics as directed by management.
• Check Approvals
• Review large, out of guideline, over limit or in clearing checks
• Customer/Employee Calls
• Answer and attempt to resolve calls.
• Support store personnel and provide customer service on collection matters when collectors are not available.
• Commercial Accounts
• Approve all new commercial business accounts
• Negotiate rate structure for all commercial business customers.
• Maintain all records for all commercial business customers.
• Extensive understanding of all company policies and procedures
• Interface directly with store staff via telephone, chat and e-mail
• Additional tasks as assigned

Qualifications

EXPERIENCE

• Minimum of 2+ years in store experience
• Proficiency in French is essential for this role, as the ability to communicate effectively in both English and French is required

SKILLS

• Demonstrated exceptional customer service
• Thrive in a fast-paced team environment
• Be confident, assertive, well-organized and detail-oriented
• Prior experience in Microsoft word, Excel and Outlook
• Technical proficiency in relevant operating systems, applications, and/or languages is required.
• Ability to work within flexible shifts scheduled to operate "retail business" hours of operations
• Excellent communication skills, strong problem solving and technical writing skills.

Additional Information

All your information will be kept confidential according to EEO guidelines.

*Notice to Ontario Applicants – Momentum Financial Services Group is committed to accommodating applicants with disabilities up to the point of undue hardship during the recruitment, assessment, and selection process. If you are selected for an interview, please notify Momentum Financial Services Group if you require accommodation in respect of the materials or procedures used at any time during this process. If you require accommodation, we will work with you to determine how to meet your needs.

Note to Internal Applicants: All internal applicants are required to notify current manager regarding interest in applying for this role.