Customer Service Representative - Bilingual

Description Build a Career. Earn Flexibility. Make an Impact. Starting pay: $16–$18/hour + $2/hour bilingual pay, with the opportunity to earn up to $450/month in performance-based bonus incentives. Who we are looking for: adaptable, high-achieving, customer-focused professionals who thrive in fast-paced, high-volume environments and take pride in accurate, compliant work. About Goal Solutions 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. Customer Operations at Goal: How This Role Fits In 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. What You’ll Do 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. Impact You’ll Make in This Role • Deliver consistent, professional borrower support across phone, email, and written correspondence in both English and Spanish. • Resolve borrower questions whenever possible with clarity, empathy, and accuracy. • Maintain accurate and timely documentation of customer interactions and account activity. • Support compliance alignment by following established procedures and regulatory guidelines. • Build positive borrower relationships grounded in trust, professionalism, and follow-through. • Help improve the customer experience by ensuring language is never a barrier to exceptional service. Key Role Responsibilities • Answer inbound calls from borrowers regarding consumer loan servicing, payment history, account status, and repayment options. • Make outbound calls to return voicemails, provide account updates, and support borrower follow-up needs. • Respond to borrower emails and written correspondence in a timely and professional manner. • Navigate multiple servicing platforms and internal systems to research accounts and resolve borrower inquiries. • Record and track customer interactions and account activity in the system of record. • Perform administrative servicing tasks including document tracking, payment recording, legal tracking, data entry, and ad-hoc projects. • Follow standard operating procedures to meet or exceed documented service level goals. • Maintain a high degree of awareness around information security and data privacy. • Adhere to all compliance, regulatory, client-specific, and operational guidelines. Who Thrives in This Role The most successful Bilingual Customer Service Representatives are adaptable, accountable, and motivated by providing exceptional customer experiences while maintaining accuracy and compliance. • Thrives in a fast-paced, high-volume, performance-driven environment. • Adapts quickly to changing priorities, processes, client needs, and business demands. • Demonstrates urgency, accountability, ownership, and a strong work ethic. • Maintains accuracy and attention to detail while working efficiently. • Comfortably learns and navigates multiple systems, technologies, and procedures. • Manages multiple tasks while meeting quality, productivity, and service-level expectations. • Communicates clearly, professionally, and empathetically with borrowers and team members. • Brings a positive, resilient, team-oriented mindset and a willingness to support others. What You Bring • Experience in a customer service, call center, retail, or customer-facing role. • Fluency in both English and Spanish with excellent verbal and written communication skills. • Strong attention to detail and ability to follow documented procedures accurately. • Ability to manage workflows, prioritize effectively, and meet service-level goals. • Proficiency in Microsoft Outlook, Word, and Excel. • Comfort working in a metrics-driven environment where quality and productivity both matter. Minimum Qualifications • Fluent in English and Spanish (a bilingual fluency assessment will be administered). • 1+ years of customer service experience in a call center, retail, or customer-facing role. • Proficiency with Microsoft Outlook, Word, and Excel. • Experience managing workflows and multiple tasks simultaneously. • Ability to follow documented Best Practices and Standard Operating Procedures. • Clear, concise, and professional communication skills. Preferred Experience • Call center or phone-based customer service experience. • Consumer finance, loan servicing, student lending, banking, collections, or related financial services experience. • Experience working in regulated or compliance-driven environments. • Experience meeting productivity, quality, service-level, or performance goals. • Experience navigating multiple software platforms or systems simultaneously. Career Growth at Goal 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. • Customer Service Leadership • Operations Processing • Default Prevention • Recovery & Collections • Quality Assurance • Training & Development • Compliance • Business Operations or other specialized servicing and operational roles Work From Home Opportunity 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. Top performers may earn additional workplace flexibility after meeting and maintaining established program requirements. Why You’ll Love Working Here 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. Benefits Include • Competitive hourly pay plus performance-based bonus eligibility of up to $450/month. • 401(k) with 4% company match. • Medical, dental, and vision coverage. • Annual HSA contribution. • Life insurance, disability, and critical illness coverage. • Birthday holiday and two Community Days. • Free snacks and beverages in the office. • Paid Parental Leave and generous PTO. • Tuition reimbursement. • $2,000 Vacation Incentive after 3 years plus Sabbatical. • Wellness funds, community funds, and more. Job Posting Disclaimer 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.