Customer Service Representative - Bilingual at The Goal Family of Companies

United States

$0.016k - $0.018k

<p>Description</p><p><em><u>Build a Career. Earn Flexibility. Make an Impact.</u></em></p><p><br/></p><p><strong>Starting pay</strong>: $16–$18/hour + $2/hour bilingual pay, with the opportunity to earn up to $450/month in performance-based bonus incentives.</p><p><br/></p><p><strong>Who we are looking for</strong>: adaptable, high-achieving, customer-focused professionals who thrive in fast-paced, high-volume environments and take pride in accurate, compliant work.</p><p><br/></p><p><strong>About Goal Solutions</strong></p><p>At Goal Solutions, we support borrowers and clients through technology, data, and financial services expertise. We are growing and looking for customer-focused professionals who want to do meaningful work in a diverse, inclusive, and authentic team environment where people work hard, support one another, and celebrate wins together.</p><p><br/></p><p><strong>Customer Operations at Goal: How This Role Fits In</strong></p><p>Our Customer Service team plays an important role in delivering clear, consistent borrower support while maintaining strong compliance and operational standards. As a Bilingual Customer Service Representative, you will serve as a primary point of contact for borrowers in both English and Spanish while supporting accurate communication, documentation, and follow-through across our servicing operations.</p><p><br/></p><p><strong>What You’ll Do</strong></p><p>You will support borrowers through inbound and outbound communication while ensuring interactions, documentation, and follow-up align with procedures, compliance requirements, and service expectations. Your bilingual communication skills will help ensure borrowers receive accurate, timely, and empathetic support in their preferred language.</p><p><br/></p><p><strong>Impact You’ll Make in This Role</strong></p><p>• Deliver consistent, professional borrower support across phone, email, and written correspondence in both English and Spanish.</p><p>• Resolve borrower questions whenever possible with clarity, empathy, and accuracy.</p><p>• Maintain accurate and timely documentation of customer interactions and account activity.</p><p>• Support compliance alignment by following established procedures and regulatory guidelines.</p><p>• Build positive borrower relationships grounded in trust, professionalism, and follow-through.</p><p>• Help improve the customer experience by ensuring language is never a barrier to exceptional service.</p><p><br/></p><p><strong>Key Role Responsibilities</strong></p><p>• Answer inbound calls from borrowers regarding consumer loan servicing, payment history, account status, and repayment options.</p><p>• Make outbound calls to return voicemails, provide account updates, and support borrower follow-up needs.</p><p>• Respond to borrower emails and written correspondence in a timely and professional manner.</p><p>• Navigate multiple servicing platforms and internal systems to research accounts and resolve borrower inquiries.</p><p>• Record and track customer interactions and account activity in the system of record.</p><p>• Perform administrative servicing tasks including document tracking, payment recording, legal tracking, data entry, and ad-hoc projects.</p><p>• Follow standard operating procedures to meet or exceed documented service level goals.</p><p>• Maintain a high degree of awareness around information security and data privacy.</p><p>• Adhere to all compliance, regulatory, client-specific, and operational guidelines.</p><p><br/></p><p><strong>Who Thrives in This Role</strong></p><p>The most successful Bilingual Customer Service Representatives are adaptable, accountable, and motivated by providing exceptional customer experiences while maintaining accuracy and compliance.</p><p><br/></p><p>• Thrives in a fast-paced, high-volume, performance-driven environment.</p><p>• Adapts quickly to changing priorities, processes, client needs, and business demands.</p><p>• Demonstrates urgency, accountability, ownership, and a strong work ethic.</p><p>• Maintains accuracy and attention to detail while working efficiently.</p><p>• Comfortably learns and navigates multiple systems, technologies, and procedures.</p><p>• Manages multiple tasks while meeting quality, productivity, and service-level expectations.</p><p>• Communicates clearly, professionally, and empathetically with borrowers and team members.</p><p>• Brings a positive, resilient, team-oriented mindset and a willingness to support others.</p><p><br/></p><p><strong>What You Bring</strong></p><p>• Experience in a customer service, call center, retail, or customer-facing role.</p><p>• Fluency in both English and Spanish with excellent verbal and written communication skills.</p><p>• Strong attention to detail and ability to follow documented procedures accurately.</p><p>• Ability to manage workflows, prioritize effectively, and meet service-level goals.</p><p>• Proficiency in Microsoft Outlook, Word, and Excel.</p><p>• Comfort working in a metrics-driven environment where quality and productivity both matter.</p><p><br/></p><p><strong>Minimum Qualifications</strong></p><p>• Fluent in English and Spanish (a bilingual fluency assessment will be administered).</p><p>• 1+ years of customer service experience in a call center, retail, or customer-facing role.</p><p>• Proficiency with Microsoft Outlook, Word, and Excel.</p><p>• Experience managing workflows and multiple tasks simultaneously.</p><p>• Ability to follow documented Best Practices and Standard Operating Procedures.</p><p>• Clear, concise, and professional communication skills.</p><p><br/></p><p><strong>Preferred Experience</strong></p><p>• Call center or phone-based customer service experience.</p><p>• Consumer finance, loan servicing, student lending, banking, collections, or related financial services experience.</p><p>• Experience working in regulated or compliance-driven environments.</p><p>• Experience meeting productivity, quality, service-level, or performance goals.</p><p>• Experience navigating multiple software platforms or systems simultaneously.</p><p><br/></p><p><strong>Career Growth at Goal</strong></p><p>Customer Service can be a strong entry point into long-term career growth at Goal Solutions. Team members build experience in borrower support, loan servicing, customer operations, compliance, documentation, and financial services. For the right person, this can support a path toward Customer Service Level 2, Customer Service Level 3, lead or supervisor opportunities, or other internal departments when business needs, performance, and readiness align.</p><p><br/></p><p>• Customer Service Leadership</p><p>• Operations Processing</p><p>• Default Prevention</p><p>• Recovery &amp; Collections</p><p>• Quality Assurance</p><p>• Training &amp; Development</p><p>• Compliance</p><p>• Business Operations or other specialized servicing and operational roles</p><p><br/></p><p><strong>Work From Home Opportunity</strong></p><p>Goal Solutions offers eligible employees the opportunity to participate in our Work From Home (WFH) program. WFH is a performance-based benefit and is not guaranteed. Eligibility is based on business needs, role requirements, tenure, quality, productivity, policy compliance, good standing, and performance.</p><p>Top performers may earn additional workplace flexibility after meeting and maintaining established program requirements.</p><p><br/></p><p><strong>Why You’ll Love Working Here</strong></p><p>People stay at Goal Solutions because they can grow, contribute, and make a meaningful impact while being part of a team that supports one another. Our environment is fast-paced and performance-driven, but also collaborative, authentic, inclusive, and people-focused.</p><p><br/></p><p><u>Benefits Include</u></p><p>• Competitive hourly pay plus performance-based bonus eligibility of up to $450/month.</p><p>• 401(k) with 4% company match.</p><p>• Medical, dental, and vision coverage.</p><p>• Annual HSA contribution.</p><p>• Life insurance, disability, and critical illness coverage.</p><p>• Birthday holiday and two Community Days.</p><p>• Free snacks and beverages in the office.</p><p>• Paid Parental Leave and generous PTO.</p><p>• Tuition reimbursement.</p><p>• $2,000 Vacation Incentive after 3 years plus Sabbatical.</p><p>• Wellness funds, community funds, and more.</p><p><br/></p><p><strong>Job Posting Disclaimer</strong></p><p>This job posting is intended to be a general representation of the responsibilities and requirements of the role. It may not be all-inclusive, and responsibilities and requirements are subject to change based on business needs, client requirements, and operational priorities.</p><p><br/></p><p><br/></p><p><br/></p>