Customer Service Representative - Bilingual

The Goal Family of Companies • Sioux Falls, SD

10h • $16 - $18 • Hybrid

About The Position

Goal Solutions is seeking adaptable, high-achieving, customer-focused professionals for a Bilingual Customer Service Representative role. This position is crucial for delivering clear, consistent borrower support while maintaining strong compliance and operational standards. The representative will be a primary point of contact for borrowers in both English and Spanish, ensuring accurate communication, documentation, and follow-through across servicing operations. The role offers a starting pay of $16–$18/hour + $2/hour bilingual pay, with the opportunity to earn up to $450/month in performance-based bonus incentives. The company fosters a diverse, inclusive, and authentic team environment where employees work hard, support one another, and celebrate wins together.

Requirements

• 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.
• 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.

Nice To Haves

• 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.

Responsibilities

• Support borrowers through inbound and outbound communication, ensuring interactions, documentation, and follow-up align with procedures, compliance requirements, and service expectations.
• Utilize bilingual communication skills to ensure borrowers receive accurate, timely, and empathetic support in their preferred language.
• Deliver consistent, professional borrower support across phone, email, and written correspondence in both English and Spanish.
• Resolve borrower questions 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.
• 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.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed