Customer Experience Rep (BIL) - Level 1

Navicore Solutions Inc• Remote, US,

2h•$0 - $20•Remote

About The Position

Navicore Solutions is a nonprofit organization dedicated to helping individuals and families create, restore, and maintain financial wellness. We provide compassionate financial counseling to consumers nationwide in the areas of personal finance, consumer credit, student loans, foreclosure prevention, housing, disaster recovery, bankruptcy counseling, and financial education. Our mission is to strengthen the well-being of individuals and families through education, guidance, advocacy, and support. If you are passionate about helping people overcome financial challenges, building meaningful connections, and helping clients make lasting progress toward financial stability, we would love to have you on our team. Navicore Solutions is currently seeking Bilingual Customer Experience Representatives to join our Customer Service Department. This is a full-time, fully remote position, and we provide the equipment you need. Training is also conducted entirely online.

Requirements

High School Diploma or equivalent
At least 1 year of customer service experience; call center experience preferred
Fluent in English & Spanish, both written and verbal
Strong verbal and written communication skills
Ability to demonstrate empathy, patience, professionalism, and compassion when assisting clients
Strong problem-solving skills and the ability to identify practical solutions to client concerns
Ability to effectively manage multiple tasks and priorities in a fast-paced environment
Strong attention to detail and accuracy in documentation and follow-up
Basic mathematical and analytical skills
Proficiency with computers and standard office software
Ability and willingness to learn new systems, processes, and technology
Openness to coaching, feedback, and continuous development
Ability to sit for an 8-hour shift while using a headset to handle phone calls
Ability to type 40 words per minute
Must reside within the Continental United States.

Nice To Haves

Experience working in financial services, debt management, banking, credit counseling, or a related industry
Experience in a customer-facing role involving client retention, relationship building, or problem resolution
Strong organizational and time-management skills
Demonstrated ability to take ownership of customer concerns and follow through to resolution
Ability to remain calm and solution-focused during difficult conversations
A proactive, client-focused mindset and genuine interest in helping people achieve their goals

Responsibilities

Serve as a primary point of contact for clients enrolled in Navicore's Debt Management Program (DMP), supporting them throughout their journey toward greater financial stability.
Build relationships with clients, understand their individual needs and challenges, and provide personalized guidance and solutions that help them successfully navigate their program.
Help clients manage their accounts, understand creditor policies and program requirements, resolve concerns, and overcome barriers that could prevent them from successfully completing their DMP.
When clients are struggling or considering leaving the program, listen, identify the underlying concern, reinforce the value of their plan, and work with them to identify practical solutions that help them stay engaged and continue progressing toward their financial goals.
Serve as a primary point of contact for clients enrolled in our Debt Management Program, providing compassionate, personalized support primarily by phone, as well as through email, text, and other approved channels.
Handle an average of approximately 30 client calls per day, typically lasting 5–10 minutes, helping clients understand their accounts, creditor policies, program requirements, and next steps.
Build trust through empathy and active listening, taking ownership of client concerns and working to resolve routine and complex account issues.
Help clients stay engaged and successfully complete their DMP by reinforcing program benefits and identifying practical solutions to affordability, payment, or other challenges.
Provide relevant credit and budgeting education, review Client Action Plans, and conduct proactive follow-up when clients need additional support.
Handle difficult or emotionally charged conversations professionally and with a solution-focused approach.
Accurately document interactions and collaborate with creditors and internal teams to resolve issues and support successful client outcomes.