Financial Service Representative

Responsibilities

The Financial Services Representative (FSR) is a remote, call center-based role responsible for delivering exceptional customer service and providing financial solutions such as payday loans and lines of credit. The FSR supports customers through the full loan lifecycle, including applications, account management, and collections—while ensuring compliance with internal policies and regulatory standards. As the first point of contact, the FSR must demonstrate strong communication skills, a sales-driven mindset, and the ability to perform in a fast-paced, metric-driven environment.

This role directly contributes to business growth and customer retention by providing personalized, solution-focused support.

• Respond promptly and professionally to customer inquiries via phone or email.
• Guide customers through the application and approval process for payday loans and lines of credit.
• Promote financial products by clearly explaining terms, repayment options, and value-added services.
• Accurately process all transactions in compliance with company policies and regulatory requirements.
• Leverage internal systems and tools to support a seamless customer and sales experience.
• Meet or exceed performance standards, including dialer login time, call handling metrics, and quality assurance scores.

• Consistently achieve or exceed monthly sales targets and loan volume goals.
• Identify customer needs and recommend suitable financial products and services, including add-ons such as insurance and referral programs.
• Stay current with all product offerings and participate in cross-selling initiatives.
• Use performance dashboards to monitor KPIs and support action plans to address performance gaps.
• Collaborate with management on strategies to increase customer acquisition and brand awareness.
• Champion lead generation and follow-up processes to drive revenue and portfolio growth.
• Proactively follow up on leads and opportunities to maximize revenue generation.

• Maintain high standards of customer service, including resolving escalated concerns with professionalism and empathy.
• Conduct daily collection activities for delinquent accounts in a professional and empathetic manner, in accordance with company policies and procedures.
• Negotiate payment arrangements and ensure accurate documentation of all collection efforts.
• Track recovery performance and support efforts to improve customer repayment outcomes.
• Demonstrate active listening and empathy to build rapport and strengthen client relationships.
• Address escalated issues or disputes with a focus on resolution and preserving the client relationship.
• Monitor collection effectiveness and support efforts to improve repayment outcomes and minimize losses.

• Ensure all activities comply with regulatory and company requirements, including privacy, anti-fraud, and underwriting standards.
• Adhere to all audit, risk, data integrity, and workplace safety protocols.
• Escalate any compliance or risk concerns to appropriate internal contacts promptly.

Monday – Saturday 8:00am – 10:00pm ET.

Remote

Full Time

• High School Diploma or equivalent (post-secondary education in Business, Finance, or a related field is an asset)
• Minimum 1 year of experience in customer service or financial sales
• At least 6 months of experience in collections or repayment negotiations
• Leadership or supervisory experience (minimum 6 months), preferably in lending or banking
• Proven success in meeting or exceeding sales targets
• Strong understanding of lending products, policies, and regulatory frameworks
• Excellent communication, organizational, and time-management skills

• This is a fully remote role; a quiet, professional home office environment is required
• Must have reliable high-speed internet and be able to work independently
• Availability to work varied shifts, including evenings and weekends
• Sales-driven leadership and initiative
• Customer-first mindset and relationship-building skills
• High level of…