Bilingual Customer Service Representative

Bilingual Customer Service Representative

Bring Your Service. Bring Your Accuracy. Bring Your Customer Care.

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.

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.

What You'll Do

• 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.

Impact You'll Make in This Role

• 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

Key Role Responsibilities

• 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

What You Bring

• 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
• Proficiency in Microsoft Outlook, Word, and Excel

Why You'll Love Working Here

People stay at Goal Solutions because they can grow, contribute, and make a meaningful impact. We value reliability, curiosity, and people who take pride in doing things the right way.

Benefits include

• Competitive salary + bonus eligibility
• 401(k) with 4% company match
• Medical, dental, and vision
• Annual HSA contribution: $1,700
• Life insurance, disability, and critical illness coverage
• Birthday holiday
• Two Community Days
• Free snacks and beverages in the office
• Paid Parental Leave
• Generous PTO
• Tuition reimbursement
• $2,000 Vacation Incentive after 3 years + Sabbatical
• Wellness funds, community funds, and more

Minimum Qualifications

• Speak fluent English and Spanish (a fluency test will be administered)
• 6 months 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

Preferred Experience

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

Knowledge, Skills & Abilities

• Strong attention to detail and accuracy
• Customer-first mindset with a problem-solving approach
• Ability to remain professional and empathetic in high-volume environments
• Strong organizational and time-management skills
• Ability to operate independently while collaborating with a team

About Goal Solutions

Goal Solutions ("Goal" or the "Company") is an innovative financial services company delivering comprehensive and customizable Primary and Backup Servicing, Asset Management, and SPV Administration solutions. Driven by technology, data science, and industry expertise, Goal is a strategic partner across the entire consumer finance lifecycle. Our experienced leadership team has worked collaboratively for over a decade, managing over $42B in consumer assets.

Directly or through its subsidiaries, GSS Data Services, Launch Servicing ("Launch") and Turnstile Capital Management ("TCM"), Goal serves key markets such as residential solar, home improvement, student finance, and a growing number of personal loan providers. Currently, Goal supports a variety of clients including hedge funds, traditional banks, ABS structures, insurance companies, investment banks, and colleges and universities.

Goal will continue to grow the business both organically and through acquisitions. Senior Goal leadership has been working together for over fifteen years and we pride ourselves and our work on our mission, values, culture, and service to our community. Our company is headquartered in San Diego, CA and has been named "Best Places to Work" by the San Diego Business Journal since 2015.

The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change.