Bilingual Customer Service Representative II

Full Time Shift: 10am-7pm Monday-Friday (NO weekends)

CSR I Pay Range: $15 - $18

CSR II Pay Range: $18 - $20

Bonus: Monthly bonus opportunities

Next class: April 17th

Enjoy our perks like:

• Free snacks in the office
• 14 paid holidays every year
• The best work culture you’ve ever known!

Full timers also enjoy:

• 3-week vacation accrual
• 401(k) + company match up to 4%
• Medical, dental, and vision coverage
• Annual HSA contribution of $1,500
• Life insurance, disability, and critical illness
• Tuition reimbursement program
• Paid Parental Leave
• $2,000 Vacation Incentive Plan after 3 years + $1,000 Sabbatical Day
• Community funds, wellness funds, and more

Job Description:

The Customer Service Representative II role consists of major areas of responsibilities which may include answering inbound calls, making outbound calls, responding to emails, and performing administrative projects. Inbound calls primarily consist of borrowers inquiring about the servicing of their consumer loan account. Outbound calls primarily consist of returning voice mails and calling borrowers to inform or remind them of their repayment options. The Customer Service Representative will have a high attention to detail to follow various sets of rules and regulations regarding consumer loans held across multiple Clients. Administrative responsibilities primarily include procedural tasks such as recording and tracking documents, phone call or email follow-up and special fact gathering assignments as needed.

Responsibilities:

• Perform responsibilities following standard operating procedures to meet or exceed documented service level goals.
• Have a high degree of awareness and understanding of information security.
• Answer inbound calls and reach first touch resolution on borrower questions or issues.
• Make outbound calls to respond to customer voice mails, provide loan updates, and provide options or counseling to borrowers in need of repayment assistance.
• Respond to customer emails and mail.
• Record customer interactions, open/close activities in system of record.
• Perform administrative functions such as document tracking and recording, payment tracking and recording, legal tracking and reporting, and ad-hoc projects as needed.
• Follow and understand all compliance and operational guidelines to ensure major areas of responsibilities are completed to compliance guidelines and standards.

Basic Minimum Requirements:

• Speak fluent English and Spanish (a fluency test will be administered)
• 2+ years call center customer service position; consumer finance or student loan experience is a plus
• Proficiency in Microsoft Outlook, Word, and Excel
• Regular and reliable attendance
• Workflow management experience
• Ability to follow documented Best Practices and Standard Operating Procedures
• Ability to communicate in a clear, concise, and professional manner
• Ability to prioritize, be organized, and manage time effectively to meet service level goals

Learn more about our benefits by viewing our 2023 Employee Benefits Brochure.

Goal Solutions, LLC (“Goal” or the “Company”) is an innovative consumer loan servicing and asset management company providing comprehensive and customizable solutions driven by technology, analytics, and industry expertise.

Directly or through its subsidiaries, GSS Data Services, Launch Servicing (“Launch”) and Turnstile Capital Management (“TCM”), Goal provides primary servicing, asset management, collections management, direct collections, administration, and treasury services. Key markets we serve include residential solar, home improvement, student finance, and a growing number of personal loan providers. Currently Goal serves a variety of clients including hedge funds, traditional banks, ABS structures, insurance companies, investment banks, and colleges and universities with over $26B in assets under management.

Goal will continue to grow the business both organically and through acquisitions. Senior Goal leadership has been working together for over fifteen years and we pride ourselves and our work on our mission, values, culture, and service to our community. Our company is headquartered in San Diego, CA and has been named “Best Places to Work” by the San Diego Business Journal since 2015. In 2022, Goal was certified as a “Great Place to Work”.