Purpose Financial

• 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.

Role Description As a Sr. Contact Center Systems Analyst, you'll be the go-to person for ensuring the smooth operation of our contact center platform, particularly focusing on the dialer system. Here's a breakdown of the responsibilities and key areas of expertise for this role: - Platform Administration and Support: Responsible for day-to-day administration and support of the Contact Center platform, managing functions such as the Five9 dialer, ACD blending, and Omnichannel capabilities. - Development of Operational Functions: Analyze and develop operational functions within the Contact Center platform to optimize dialer interactions and enhance customer experience. - Understanding Multiple Platforms: Develop a deep understanding of multiple platforms, including predictive, preview, and automatic outbound dialing applications. - Compliance and Testing: Ensure compliance with regulations and internal policies while driving adherence to Call Center policies. - Efficiency and Effectiveness: Focus on creating efficiency in systems management and performance, developing blending strategies to optimize resource allocation. Qualifications - Bachelor's degree or relevant experience. - Automated dialer experience. - Dialer Administration Experience. - Strong analytical and problem-solving abilities. - Proficiency in telephony systems and call center technology. - Minimum 5 years of related call center technology and previous team leadership experience in a high-volume contact center. - Prior collections or sales experience preferred. - Advanced skills in database query languages (e.g., SQL, SnowFlake, Sigma). - Excellent written and verbal communications skills. - Customer-centric mindset with a passion for delivering exceptional service. Requirements - Ability to work effectively in a fast-paced, team-oriented environment. - Adaptability and flexibility to changing environments. - Ability to understand and ensure compliance with policies, procedures, and laws governing our industry/business and products. Benefits - Competitive Wages - Health/Life Benefits - Health Savings Account plus Employer Seed - 401(k) Savings Plan with Company Match - Paid Parental Leave - Company Paid Holidays - Paid Time Off including Volunteer Time - Tuition Reimbursement - Business Casual Environment - Rewards & Recognition Program - Employee Assistance Program - Office in downtown Greenville that offers free parking, onsite gym, free snacks/drinks

• 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 Central Sales Specialist (CSS) will diligently assist customers with completing an application for loan products and services, as required for initial review and consideration. • 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 and rotating shifts which include evenings up to 9:00pm and all-day Saturday (9:00am – 6:00pm), on a rotating schedule.

• 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).

Role Description This position reports to a Customer Care Supervisor and is responsible for providing service to and support for potential and returning Advance America customers. The Internal Sales Specialist (ISS) 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. - Strong listening and problem-solving skills. - Clear, calm, confident voice with persuasion. - Confidence with using multiple computer programs at once. - Strong data entry skills. - Clear understanding of the online application flow. - Ability to work with outbound dialer programs, possibly several programs at a time. - Ability to learn and adjust to change quickly. - Dynamic ability to multi-task from program to program on a dialer-based phone call. Qualifications - A high school diploma or GED required. - At least one year of contact center experience or bank-related work experience is preferred. Requirements - Prior in-bound call center experience and/or prior customer service experience with heavy phone volume and data entry required. - Experience working in a contact center focused position is recommended. - Excellent written and verbal communications skills. - Ability to communicate in person, by phone, and through email. - Adaptability and flexibility to changing environment. - Comfortable working in a dynamic, high volume, fast-paced environment. - Ability to read, write, evaluate, and apply information. - Ability to interact professionally and exhibit appropriate social skills. - Ability to understand and ensure compliance with policies, procedures, and laws governing our industry/business and products. - Ability to develop and maintain business relationships. Benefits - Competitive Wages - Health/Life Benefits - Health Savings Account plus Employer Seed - 401(k) Savings Plan with Company Match - Paid Parental Leave - Company Paid Holidays - Paid Time Off including Volunteer Time - Tuition Reimbursement - Business Casual Environment - Rewards & Recognition Program - Employee Assistance Program - Office in downtown Greenville that offers free parking, onsite gym, free snacks/drinks Accountability - Understand, adhere to, and enforce all corporate policies including, but not limited to, Advance America’s Creed, Code of Ethics and Information Security Policies. Physical Requirements - Ability to work between the hours of 9:00am and 9:00pm EST Mon – Fri and Saturdays 9:00 am – 6:00pm. - Sitting for long periods of time; standing occasionally; walking; bending; squatting; kneeling; pushing/pulling; reaching; twisting; frequent lifting of less than 10 lbs., occasional lifting of up to 20 lbs. - Driving and having access during the workday to an insured and reliable transportation. - Heavy typing and data entry; grasping; transferring items between hands and/or to another person or receptacle; use of office equipment to include computers. - Ability to travel to, be physically present at, and complete the physical requirements of the position at any assigned location. Competencies - Sales Skills - Dependability Other - Must be eligible to work in the USA and able to pass a background check. - All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability. Requisition ID: 46212

Role Description This position reports to a Customer Care Supervisor and is responsible for providing service to and support for potential and returning Advance America customers. The Central Sales Specialist (CSS) will assist customers with: - Completing the necessary requirements for loan consideration and/or approval via the loan application process. - Providing product information, application flow, online system assistance, and all other related areas within the Advance America portfolio. - Diligently assisting customers with completing an application for loan products and services. Necessary skills for this position include: - Strong listening and problem-solving skills. - Clear, calm, confident voice with persuasion. - Outbound and Inbound B to C sales skills. - Confidence with using multiple computer programs at once. - Strong data entry skills. - Clear understanding of the online application flow. - Ability to work with outbound dialer programs, possibly several programs at a time. - Ability to learn and adjust to change quickly. - Dynamic ability to multi-task from program to program on a dialer-based phone call. Qualifications - A high school diploma or GED required. - At least one year of contact center experience or bank-related work experience in Outbound and Inbound sales is preferred. Requirements - Prior in-bound call center experience and/or prior customer service experience with heavy phone volume and data entry required. - Experience working in a contact center focused position is recommended. - Must be bi-lingual in English and Spanish. Benefits - Competitive Wages - Health/Life Benefits - Health Savings Account plus Employer Seed - 401(k) Savings Plan with Company Match - Paid Parental Leave - Company Paid Holidays - Paid Time Off including Volunteer Time - Tuition Reimbursement - Business Casual Environment - Rewards & Recognition Program - Employee Assistance Program - Office in downtown Greenville that offers free parking, onsite gym, free snacks/drinks Company Description Purpose Financial, Inc. is an innovative consumer financial services company that offers a diverse suite of credit products, promoting financial inclusion and meeting consumers wherever they are. Since 1997, Purpose Financial has been a pioneer in the consumer credit and financial services market, offering money solutions in over 800 storefront locations and online lending. Providing services in over 23 states, Purpose Financial employs over 2,500 team members.

• 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.

Brand: Purpose Financial Address: 322 Rhett Street, Greenville, South Carolina, United States - 29601 Purpose Financial, Inc. is an innovative consumer financial services company that offers a diverse suite of credit products, promoting financial inclusion and meeting consumers wherever they are. Through its brands, the company is committed to helping customers achieve their version of financial stability in the moment and in the future. Since 1997, Purpose Financial has been a pioneer in the consumer credit and financial services market offering money solutions in over 800 storefronts locations and online lending. Providing services in over 23 states, Purpose Financial employs over 2,500 team members. At Purpose Financial we are always on the lookout for motivated individuals who share in our values of mutual respect to join our team of outstanding professionals. We offer: - Competitive Wages - Health/Life Benefits - Health Savings Account plus Employer Seed - 401(k) Savings Plan with Company Match - Paid Parental Leave - Company Paid Holidays - Paid Time Off including Volunteer Time - Tuition Reimbursement - Business Casual Environment - Rewards & Recognition Program - Employee Assistance Program - Office in downtown Greenville that offers free parking, onsite gym, free snacks/drinks To learn more about Purpose Financial visit Purpose Financial Website. Position Summary The Collections Trainer reports to Senior Manager, Collections Operations & Training and is responsible for coordinating initial and on-going training activities within the Collections Department while driving and ensuring a service-oriented and professional working environment. The Collections Trainer ensures that Collections employees are trained on Purpose Financials collection practices, strategies products, policies & procedures. The Collections Trainer will enhance the competencies of individual employees by planning and conducting training programs that will boost employee’s workplace performance in alliance with the company’s core values. The Collections Trainer will be responsible for performing training needs assessments, planning, delivering curriculum and learning materials for supporting all phases of training interventions. Job Responsibility Relationship Building/Customer Experience: - 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. Performance Promoter: - 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. Operations: - 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. Training: - 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. Job Responsibilities Cont. Accountability: - 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. Compliance: - 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. Human Resources: - Assist the Collections Management team with training, evaluating, and development of staff. Leadership: - 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. Education Required Bachelor’s Degree or equivalent experience. Certified training credentials (i.e. Master Trainer, ATD certifications etc) will also be considered. Experience Required Proven experience in the facilitation of training. Sound decision making and organizational skills. Ability to present complex information to a variety of audiences. Knowledge Required Knowledge of collections, Advance America systems and policies; strong people skills, strong time management skills; professional verbal communication by phone, email, and in person; ability to read, write, evaluate, and apply complex and detailed information; may work alone; ability to interact professionally and exhibit appropriate social skills; ability to negotiate payment terms and effectively communicate loan requirements; ability to understand and ensure compliance with policies, procedures, and laws governing our industry/ business and employees; ability to maintain composure in stressful situations; ability to follow procedures in the normal course of business and in stressful situations; ability to develop and maintain business relationships. Physical Requirements Ability to work between the hours of 8:00am and 5:00pm EST Mon – Fri with the occasional evening and Saturdays 9:00 am – 3:00pm Sitting for long periods of time; standing occasionally; walking; bending; squatting; kneeling; pushing/pulling; reaching; twisting; frequent lifting of less than 10 lbs., occasional lifting of up to 20 lbs.; driving and having access during the workday to an insured and reliable transportation; typing; data entry; grasping; transferring items between hands and/or to another person or receptacle; use of office equipment to include computers; ability to travel to, be physically present at, and complete the physical requirements of the position at any assigned location. Competencies Personal Learning and Development Evaluating and Implementing Ideas Collections Knowledge Training Program Administration Travel Possible Travel. Attire Business Casual Other Must be eligible to work in the USA and able to pass a background check. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability. Requisition ID: 46188

Brand: Purpose Financial Address: 322 Rhett Street, Greenville, South Carolina, United States - 29601 Purpose Financial, Inc. is an innovative consumer financial services company that offers a diverse suite of credit products, promoting financial inclusion and meeting consumers wherever they are. Through its brands, the company is committed to helping customers achieve their version of financial stability in the moment and in the future. Since 1997, Purpose Financial has been a pioneer in the consumer credit and financial services market offering money solutions in over 800 storefronts locations and online lending. Providing services in over 23 states, Purpose Financial employs over 2,500 team members. At Purpose Financial we are always on the lookout for motivated individuals who share in our values of mutual respect to join our team of outstanding professionals. We offer: - Competitive Wages - Health/Life Benefits - Health Savings Account plus Employer Seed - 401(k) Savings Plan with Company Match - Paid Parental Leave - Company Paid Holidays - Paid Time Off including Volunteer Time - Tuition Reimbursement - Business Casual Environment - Rewards & Recognition Program - Employee Assistance Program - Office in downtown Greenville that offers free parking, onsite gym, free snacks/drinks To learn more about Purpose Financial visit Purpose Financial Website. Position Summary This position reports to Senior Manager, Collections Operations & Training and is responsible for assisting the Collections Operations & Training team in various aspects of the Department’s responsibilities. This position supports the team and field with: - Bankruptcy - Attorney Correspondence - Legal Research Job Responsibility - Assist the collections operations & training team in all aspects of its assigned tasks as required. - Work with field team members to ensure timely and cost saving resolutions to customer issues regarding bankruptcy. - Work at a fast pace. - Research customer account information in point-of-sale systems to file claims in bankruptcy cases to recuperate company losses due to customer bankruptcies. - Daily bankruptcy noticing. - Proofs of claim filings. - High volume of paperwork. - Bankruptcy reports. - Legal reconciliation reports. - Other duties as assigned. - Process Bankruptcy Dismissal & Bankruptcy Discharges as needed. - Work with Trustees to secure payments on appropriate Bankruptcies. - Work cross functionally within the department on bankruptcy debt sale when applicable. - Manages bankruptcy reporting for data analysis. - Provides continuous feedback on process improvement. - Understand, adhere to and enforce all corporate policies. Job Responsibilities Cont. Education Required High School graduate, some college and/or Paralegal certificate is preferred. Experience Required 1-2 years in a corporate office legal department or equivalent law firm experience may be considered. Knowledge Required Excellent written and verbal communications skills; adaptability and flexibility to changing environment; and comfortable working in a dynamic, high volume, fast-paced environment. Ability to understand and ensure compliance with policies, procedures, and laws governing our industry/business and products. A team mentality is a must. General knowledge and ability to use Microsoft Office suite of products. Ability to maintain confidentiality and exercise discretion while interacting with sensitive information. Physical Requirements Sitting for long periods of time; standing occasionally; walking; bending; squatting; kneeling; pushing/pulling; reaching; twisting; frequent lifting of less than 10 lbs., occasional lifting of up to 20 lbs.; driving and having access during the workday to an insured and reliable transportation; typing; data entry; grasping; transferring items between hands and/or to another person or receptacle; use of office equipment to include computers; ability to travel to, be physically present at, and complete the physical requirements of the position at any assigned location. Competencies Personal Learning and Development Delivering High Quality Work Case Management Travel No travel. Attire Business Casual Other Must be eligible to work in the USA and able to pass a background check. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability. Requisition ID: 46171

• This position is responsible for contacting and successfully negotiating with customers to collect payment on overdue, defaulted or write-off loans, or other payments. • Support Influence and advise customers on the payment options for debt recovery. • Influence Execute strategies for collection processes and procedures, including, but not limited to negotiating payment plans based upon company approved guidelines. • Apply the elements of building positive rapport with different types of customers over the phone in order to retain customer loyalty while initiating processes for collection of payments. • Drive Initiate and handle both inbound and outbound calling to collect a debt. • Achieve set revenue targets and call quality objectives. • Understand, adhere to and enforce all corporate policies including, but not limited to, Advance America’s Creed, Code of Ethics and Information Security Policies.