Provides courteous, accurate customer service and processes financial transactions including check cashing, money transfers, bill payments, money orders, and prepaid products. Opens and updates customer accounts, promotes services through cross-selling and upselling, verifies checks, reconciles cash drawers, and follows banking compliance and security procedures. Maintains store cleanliness, performs opening and closing routines, and handles high-volume customer interactions while working scheduled evenings, weekends, and holidays.
JOB DESCRIPTION
JOB TITLE: Customer Service Representative DEPARTMENT:
REPORTS TO: Store/District Manager CLASSIFICATION: Non-exempt
SUMMARY: Provides optimal customer service through accurate and efficient transactions and through long-term rapport-building with customers. Also extends professional and efficient service while incorporating tested sales strategies including cross-selling and up-selling.
DUTIES AND RESPONSIBILITIES:
The following reflects management’s definition of essential functions for this job but does not restrict any additional tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.
- Effectively identifies and responds to customers’ needs.
- Processes customer transactions including but not limited to cashing checks, money transfers, bill payment and selling a wide range of pre-paid products; ensures all necessary information is in place prior to completing transactions.
- Opens new preferred customer accounts and issues preferred customer cards like the inPower debit card.
- Ensures completion of customer transactions in a timely and courteous manner.
- Establishes and maintains customer accounts by updating photos, addresses, phone numbers, etc.
- Maintains working knowledge of all Pay-O-Matic’s products and services.
- Responds to customers’ inquiries regarding their accounts or Pay-O-Matic’s products and services in a professional and courteous manner.
- Promotes Pay-O-Matic’s services by offering customers information on valuable services.
- Performs check verification using the Loss Prevention Department as a tool.
- Sells money orders, postage stamps, Metro cards etc.
- Maintains a safe and secure work environment by following Pay-O-Matic’s safety/security policies and procedures.
- Follows all Company’s cash handling procedures.
- Maintains cleanliness and organization of the Secure (teller) Area throughout the shift.
- Performs routine store cleaning duties including sweeping and mopping the store lobby and Secure Area, wiping down counters and high-touch surfaces, and maintaining an orderly and professional customer environment.
- Empties trash receptacles, replaces liners, and transports garbage to designated disposal areas following company procedures.
- Cleans and restocks restrooms as needed, including replenishing soap, paper products, and other supplies.
- Performs opening and closing cleaning routines as assigned, ensuring the store is presentable and safe for customers and staff.
- Follows all safety and sanitation procedures when handling cleaning materials and equipment.
- Performs cash drawer opening and closing procedures at the beginning and the end of the shift; reconciles checks cashed, payments made and other transactions performed during his/her shift.
- Performs other duties as assigned by supervisor.
QUALIFICATIONS:
- One to two years related experience or equivalent.
- Superb customer service skills.
- Excellent communication skills.
- Proficient computer operator.
- Commitment to excellence and high standards.
- Strong multi-tasking skills.
- Ability to work independently and as a member of a team
- Ability to understand and follow written and verbal instructions.
- Professional appearance and demeanor.
- Ability to effectively communicate with people at all levels and from various backgrounds.
- Acute attention to detail.
- Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.
- Bilingual language skills are a plus.
PHYSICAL/MENTAL REQUIREMENTS:
While performing the duties of this job, the employee is frequently required to do the following:
- Stand for long periods of time.
- Calculate figures and amounts.
- Remain in the store for the full shift, including meal periods, in line with Pay-O-Matic’s security procedures. Employees who work alone may eat on the job only with their acknowledgment and are paid for that meal period. Paid lactation breaks are provided as required by law.
- Work at least 8 hours in confined areas without leaving the store (including lunch and other breaks).
- Work alone throughout the shift.
- Perform light physical tasks including bending, reaching, lifting up to 25 pounds, and operating cleaning equipment such as mops, brooms, and vacuum cleaners.
- Open and close the store when required.
- Handle high customer volume and difficult customer interactions while maintaining the security of people (customers and colleagues) and property by adhering to the Pay-O-Matic’s security/safety policies and procedures.
- Must be able to understand directions and adhere to established policies and procedures for successfully performing transactions while upholding Banking-related Compliance rules and regulations.
- Maintaining a harmonious work environment with colleagues through practice of mutual respect and by rejecting elements of a hostile work environment.
WORK ENVIRONMENT:
- Most stores are very small with enough room to perform transactions for customers.
- Floating (working at different stores) within the borough or district is required.
- Employee(s) should be able to work between the stated working hours for six to eight-hour shifts and work overtime when occasionally required.
- Employees should be able to work weekends and holidays subject to religious accommodation and other accommodation required by law.
- Reasonable accommodation(s) will be provided to enable people with disabilities, pregnancy or related conditions, religious observance needs and those who are victims of domestic violence, sex offenses or stalking to perform the essential functions of the job unless the accommodation would cause undue hardship. Pay-O-Matic will engage in a cooperative dialogue with any employee or applicant who requests an accommodation and will provide a written final determination.
EQUAL EMPLOYMENT OPPORTUNITY:
Pay-O-Matic is an equal opportunity employer. We do not discriminate against applicants or employees based on any characteristic protected by federal, New York State or New York City law.
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