Redemption Service Agent (Bilingual preferred)

Redemption Service Agent

Carrollton, TX (fully on-site)

The Redemption Service Agent is responsible for using their customer service skills to work with title loan customers facing payment difficulties and assist customers in redeeming their vehicles when account status is post charge-off. While accepting payments over the phone, our Agents will handle sensitive customer information daily with the highest level of integrity. You come to the table with the dedication and work ethic we expect of every team member, and we’ll provide you with the training, tools, and resources you’ll need to succeed.

• Paid on-the-job training and a comprehensive new hire program.
• Access to a robust learning management system, full of e-learning modules to help boost your professional and personal development.
• Performance-based career advancement.
• Educational Reimbursement Program.
• Multiple coverage choices for medical insurance, all include telemedicine and medical spending account options (HSA/FSA/Dependent Care FSA).
• Traditional 401(k) and Roth 401(k) Retirement plan with a generous Company match program.
• Company-Sponsored Life and AD&D Insurance.
• Basic and Enhanced Voluntary benefits so you may choose the right coverage at the right price for you and your family.  Plans include dental, vision, short-term and long-term disability plans, supplemental life and AD&D insurance, accident, critical illness, hospital indemnity, ID theft protection, legal services program, and pet insurance.
• Free access to mental health resources, life coaching, and more for you and your family members through our Employee Assistance Program.
• Free access to exclusive discounts from nationwide and local retailers through our Discount Marketplace.
• PTO that grows with you, starting with 12 days in your first year.
• A relaxed, business casual dress code that includes jeans and sneakers!

*Based on current benefit offering, which is subject to change with or without notice. Certain benefits are subject to the terms and conditions of the governing plan documents which should be consulted for additional details and eligibility requirements.

• Conduct calls to account holders to negotiate payment arrangements on charge off accounts and redeem their vehicles within set guidelines.
• Receive calls from customers whose accounts are in a recovery status to answer payment questions or make payment arrangements.
• Record transactions and customer interactions with accuracy and detail.
• Coordinate with Recovery Vendors and Auctions by phone and/or email with scheduling vehicle pickup in a timely manner.
• Escalate assistance for locating vehicles if needed via SharePoint.
• Ensure all federal and state guidelines, including FDCPA, are followed while meeting defined Quality Assurance requirements and other measures of success.

• Bilingual (English/Spanish) preferred
• Bachelor’s Degree preferred
• Minimum one year of direct to customer problem solving service role
• Excellent interpersonal, verbal, and written communication skills
• Listening skills with the ability to ask probing questions, understand concerns, and overcome objections
• Ability to effectively manage multiple priorities and adapt to change within a fast-paced business environment
• Ability to type 40+ wpm
• Proficiency in Microsoft Office Suite
• Bilingual English/Spanish preferred but not required
• Background in price negotiations for product or service is preferred
• Retail store management background
• Physical demands for this position frequently include: the ability to remain in a stationary position, move about freely inside and occasionally outside of the office, and the operation of mechanical controls, such as a keyboard

We are honored to be recognized as a Military Friendly Employer and Military Friendly Spouse Employer for four consecutive years and have received designation as a Top Employer for Hispanic and Latinos by HLPA in 2023, 2024, and 2025. Additionally, we have been named one of America’s Greatest Workplace in Financial Services 2025 by Newsweek. 

The Community Choice Financial® Family of Brands ("CCF" or the “Company”), is one of the largest consumer specialty finance organizations in the U.S. We provide our customers, Team Members, and communities the Power of Choice with over 10 brands represented in more than 1,500 brick-and-mortar stores serving 24 states and online product offerings in 20 states. Community Choice Financial® Family of Brands is steadfast in our commitment to help people across the country get access to the short-term financial services they need when they need it the most.

Think you’d thrive here?  Learn more at https://www.ccffamilyofbrands.com/explore-careers

The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor is it intended to be an all-inclusive list of the skills and abilities required to do the job. The Company may, at its discretion, revise the job description at any time, and additional functions and requirements may be assigned by supervisors as deemed appropriate.  Requirements, skills, and abilities included have been determined to illustrate the minimal standards required to successfully perform the position.

Important: The Community Choice Financial® Family of Brands will never ask you for banking or other payment information at any point during the interview or hiring process, nor will we conduct an interview via text message. Any official email correspondence will come from the domains @ccfi.com. In-store positions are in person only.

The Community Choice Financial® Family of Brands is committed to providing an inclusive workplace free of discrimination based on race, color, religion, sex, age, national origin, military status, disability, pregnancy, sexual orientation, gender identity or expression, genetic information or any other characteristic protected by applicable law. Candidates of all backgrounds are encouraged to apply. CCFI Companies, LLC is an equal-opportunity employer.