Bilingual Customer Service Representative

The Goal Family of Companies•Sioux Falls, SD

just now

About The Position

At Goal Solutions, we’re on a mission to transform the consumer finance industry with data, technology, and a talented team. Our company is growing fast — and so is our need for customer-focused professionals who deliver accurate, compliant, and empathetic borrower support. Customer Operations at Goal: How This Role Fits In Our Customer Service team is a core part of how Goal delivers exceptional borrower experiences while maintaining strong compliance and operational standards. We partner closely with servicing, compliance, and operations teams to ensure borrowers receive clear information, timely support, and consistent service. As a Bilingual Customer Service Representative, you play a critical role by serving as a primary point of contact for borrowers and supporting the integrity of our servicing operations. You will support borrowers through inbound and outbound communication, serving as a trusted resource while ensuring all interactions, documentation, and follow-up align with regulatory requirements and internal procedures.

Requirements

Speak fluent English and Spanish (a fluency test will be administered)
2+ years of customer service experience in a call center, retail, or customer-facing role
Proficiency in 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
Experience in a customer service or customer-facing role
Strong written and verbal communication skills
High attention to detail and ability to follow documented procedures
Ability to manage multiple tasks, prioritize effectively, and meet service level goals

Nice To Haves

Experience in consumer finance, loan servicing, or student lending
Experience working in regulated or compliance-driven environments

Responsibilities

Consistent, professional borrower support across phone, email, and written correspondence
First-touch resolution of borrower questions whenever possible
Accurate and timely documentation of customer interactions and account activity
Strong compliance alignment through adherence to procedures and guidelines
Positive borrower relationships built on clarity, empathy, and trust
Answer inbound calls from borrowers regarding consumer loan servicing
Make outbound calls to return voicemails, provide account updates, and discuss repayment options
Respond to borrower emails and written correspondence in a timely and professional manner
Use your bilingual skills to communicate with borrowers in English and Spanish
Record and track customer interactions and activities in the system of record
Perform administrative functions including document tracking, payment recording, legal tracking, 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, and operational guidelines