Customer Experience Rep (BIL) - Level 1

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process. Regular Full-Time Non-exempt Remote, US Bilingual (Spanish) Customer Experience Representative Join the Mission. Empower Financial Wellness. Become a Customer Experience Representative at Navicore Solutions 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. Why You'll Love Working with Us Navicore Solutions is currently seeking Bilingual (Spanish) 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. Shifts: Regular: Monday–Friday, 11:30 a.m.–8:0p.m. EST (after training) Training: Monday–Thursday, 8:30 a.m.–7:00 p.m. EST What Will You Do as a Bilingual Customer Experience Representative? Role Description As a Bilingual (Spanish)Customer Experience Representative, you will 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. This role goes beyond answering questions and servicing accounts. You will build relationships with clients, understand their individual needs and challenges, and provide personalized guidance and solutions that help them successfully navigate their program. You will 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, you will 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. Success in this role comes from combining strong problem-solving skills with empathy, active listening, clear communication, personal accountability, and a genuine desire to help clients succeed. What to Expect 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. Basic Qualifications 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 Preferred Qualifications 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 This full-time position includes the ability to participate in our comprehensive benefits package, including: Medical, Dental, and Vision benefits within 90 days of hire Generous paid time off Birthday PTO Student Loan Forgiveness Opportunities 403(b) Retirement Plan Recognition for performance Work from Home Ready to Make a Difference? At Navicore, every client interaction is an opportunity to reduce financial stress, build confidence, and help someone move one step closer to achieving lasting financial stability. Learn more about Navicore Solutions and view all open positions: Navicore Solutions is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all employees and applicants in compliance with applicable federal, state, and local laws. For more information, please visit the following official government resources: If you need a reasonable accommodation during the application or hiring process, please contact us at View phone number on click.appcast.io. Must reside within the Continental United States. #J-18808-Ljbffr Navicore Solutions