Customer Service Representative

The Goal Family of Companies•Sioux Falls, SD

47d•$15 - $18

About The Position

At Goal Solutions we believe our employees are our greatest asset. We are an employee-focused company, committed to fostering a supportive and inclusive workplace where personal growth, work-life balance, and well-being are prioritized. We believe happy employees lead to happy customers, and we are looking for individuals who share our passion for delivering exceptional service while thriving in a positive environment. If these values resonate with you, we encourage you to apply for one of our Customer Service Representatives in Sioux Falls, SD. Full Time Shifts: Various shifts Monday-Friday CSR I Pay Range: $15-$18 + up to $450/month bonus Enjoy our perks like: Free snacks in the office 14 paid holidays every year The best work culture you’ve ever known! Full timers also enjoy: 3-week vacation accrual 401(k) + company match up to 4% Medical, dental, and vision coverage Annual HSA contribution of $1,700 Life insurance, disability, and critical illness Tuition reimbursement program Paid Parental Leave $2,000 Vacation Incentive Plan after 3 years + $1,000 Sabbatical Day Job Description: The Customer Service Representative role encompasses key responsibilities which may include answering inbound calls, making outbound calls, responding to emails, and performing administrative projects. Inbound calls primarily consist of borrowers inquiring about the servicing of their consumer loan account. Outbound calls primarily consist of returning voice mails and calling borrowers to inform or remind them of their repayment options. Ideal candidates will demonstrate strong attention to detail and the ability to adhere to various rules and regulations related to consumer loans across multiple clients. Administrative responsibilities primarily include procedural tasks such as recording and tracking documents, phone call or email follow-up and special fact gathering assignments as needed.

Requirements

6+ months call center customer service or retail customer service position
Proficiency in Microsoft Outlook, Word, and Excel
Workflow management experience
Ability to follow documented Best Practices and Standard Operating Procedures
Ability to communicate in a clear, concise, and professional manner
Ability to prioritize, be organized, and manage time effectively to meet service level goals
Ability to stand/sit for extended hours of time
Ability to remain at workstation for long periods of time
Ability to work in an environment with a moderate to loud noise level
Heavy keyboard/mouse usage required with repetitive movements

Nice To Haves

Consumer finance or student loan experience
An eagerness to learn and grow your leadership skills
A drive to succeed, a sense of urgency, and a passion for your work
An all-around team player attitude

Responsibilities

Perform responsibilities following standard operating procedures to meet or exceed documented service level goals
Have a high degree of awareness and understanding of information security
Answer inbound calls and reach first touch resolution on borrower questions or issues
Make outbound calls to respond to customer voice mails, provide loan updates, and provide options or counseling to borrowers in need of repayment assistance
Respond to customer emails and mail
Record customer interactions, open/close activities in system of record
Perform administrative functions such as document tracking and recording, payment tracking and recording, legal tracking and reporting, and ad-hoc projects as needed
Follow and understand all compliance and operational guidelines to ensure major areas of responsibilities are completed to compliance guidelines and standards
Regular and punctual attendance
Answer customer inquiries
Adhere to policies and procedures
Complaint resolution that aligns with Goal’s core values
Customer retention and relationship building
Documentation and data entry